Propuesta del plan de mejora en la calidad del servicio y atención postventa de la Hacienda Nueva Santa Cruz.

Abstract

The purpose of this titling work is to develop the Proposal for the Improvement Plan in the quality of service and after-sales care of Hacienda Nueva Santa Cruz, once the corresponding information has been obtained, in regard to the follow-up provided to consumers. of the company's main product, bananas, and the organizational factors that influence its management, as well as suggest opportunities for improvement that the institution can develop. The applied research methodology corresponds to a descriptive, inductive and deductive exploratory study, so it was necessary to consider some research techniques to determine the needs of the company through the analysis of results, and the measurement of customer satisfaction on after-sales service; Among the research tools used, two of them were applied, corresponding to: a) the survey, as a quantitative technique, which allowed establishing measurable data linked to the after-sales phase based on the opinion of the company's customers, and in another phase, the feeling of the company's staff; and, b) the application of the qualitative technique, applied in the interview to the general manager of the company. Therefore, with the results found, determine: absence of after-sales service by the company to its customers; for the consumers; For consumers, the purchase is the quality control process for export bananas, however, a situation in which said action is not sufficient due to different needs observed in the development of this study, which is why the present proposal of the improvement plan of the company, with the purpose of strengthening this area among others that are part of the after-sales process.