masterThesis
Fidelización, estrategia de perdurabilidad basada en calidad para el FNA
Autor
Acevedo Mesa, Luis
Olaya Dajer, Alexandra Patricia
Institución
Resumen
This document refers to quality as a tool for loyalty and longevity at the Fondo Nacional del Ahorro. To understand the usefulness of the relationship described above, will be a presentation of the FNA, its history and purpose that has as an institution, also is a brief overview of the history of the housing sector in Colombia. Moreover it will define the most relevant concepts related to quality, fidelity and sustainability and other concepts such as accountability and competitiveness strategy. Finally, quality assessment returns on the FNA by ICONTEC in 2010, and from this, and considering that at present the FNA does not have a customer loyalty strategy at the end of the paper will propose the concept and retention strategies for the entity.