TY - GEN
T1 - Estrategias Tecnológicas para Atención al Cliente en una Empresa del Sector Servicio
AU - Deza Castillo, Juan M.
AU - Florián Castillo, Odar R.
AU - Arribasplata Meléndez, Tatiana K.
AU - García, Karla Valeria Pereda
N1 - Publisher Copyright:
© 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2022
Y1 - 2022
N2 - This research corresponds to the design of technological strategies for a Service Sector Company. The study used a descriptive level methodology, of a non-experimental nature, with a non-probabilistic convenience sample of100 users. For da ta collection, the following were used: the questionnaire card, the interview guide and the registration form, which were validated by expert judgment. From the situational analysis for the company, as well as the results of the surveys and taking the NPS as an indicator, an "acceptable" satisfaction level was determined with 44% acceptance, demonstrating the need to improve the current customer service process. for which four strategies were designed. For the implementation of the strategies, an investment of S/170 208 soles was estimated, determining its viability and the financial, social and environmental benefits in relation to the positive impact it will generate in the organization. On the other hand, it was concluded that the implementation of strategies based on ICTs in the customer service process, achieve significant advantages in terms of the efficiency and effectiveness of the management of activities involved and their relationship with users.
AB - This research corresponds to the design of technological strategies for a Service Sector Company. The study used a descriptive level methodology, of a non-experimental nature, with a non-probabilistic convenience sample of100 users. For da ta collection, the following were used: the questionnaire card, the interview guide and the registration form, which were validated by expert judgment. From the situational analysis for the company, as well as the results of the surveys and taking the NPS as an indicator, an "acceptable" satisfaction level was determined with 44% acceptance, demonstrating the need to improve the current customer service process. for which four strategies were designed. For the implementation of the strategies, an investment of S/170 208 soles was estimated, determining its viability and the financial, social and environmental benefits in relation to the positive impact it will generate in the organization. On the other hand, it was concluded that the implementation of strategies based on ICTs in the customer service process, achieve significant advantages in terms of the efficiency and effectiveness of the management of activities involved and their relationship with users.
KW - Communication Technology (ICT's)
KW - Customer Service
KW - Information
KW - Processes
KW - Strategies
UR - http://www.scopus.com/inward/record.url?scp=85140008437&partnerID=8YFLogxK
U2 - 10.18687/LACCEI2022.1.1.607
DO - 10.18687/LACCEI2022.1.1.607
M3 - Contribución a la conferencia
AN - SCOPUS:85140008437
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Pena, Andrea
A2 - Viloria, Jose Angel Sanchez
T2 - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022
Y2 - 18 July 2022 through 22 July 2022
ER -