bachelorThesis
Análisis de la importancia del servicio al cliente en el Museo Pumapungo
Fecha
2022-09-27Autor
Zambrano Portilla, Bárbara Johanna
Institución
Resumen
Through this study we have been able to determine how important customer
service is at the Pumapungo Museum, since it has been shown that due to
deficiencies such as: the lack of interest shown by the staff for visitors, an
interrogant that in the survey conducted, reflected dissatisfaction on the part of
visitors, thus yielding a result of 43.3% of those who are dissatisfied with this
situation. Secondly, aspects such as: the communication used to address tourists,
or shortcomings in terms of accessibility, are comments found in the museum book
that cause havoc with visitors, affecting the image of the museum and in turn
causing a bad experience, which in time becomes negative publicity for the place.
In order to alleviate these deficiencies, some strategies have been proposed to
help change or improve the reception area, create a response system for
complaints and claims, train staff, among others.
Keywords: Service. Customer service. Experience. Visitor.