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Procedimiento Para La Medición Del Nivel De Satisfacción Del Cliente Externo En La División Desoft Las Tunas

Listed author(s):
  • Yosleidy Betancourt Agüero
  • Iraís Javier Leyva Gutiérrez
Registered author(s):

    Este artículo tiene su precedente en una investigación dirigida a diseñar un procedimiento para la medición de la satisfacción del cliente externo, sustentado en el modelo de confirmación de expectativas. El procedimiento diseñado promueve la participación de los miembros de la organización, el compromiso de la dirección, la orientación al cliente y la retroalimentación para la mejora continua; brinda a las organizaciones una herramienta para obtener información desde la perspectiva del cliente acerca de su desempeño, lo cual propicia que esté en mejores condiciones de emitir juicios de valor sobre el nivel de satisfacción del cliente, identificar las causas de las insatisfacciones y establecer entonces las acciones de mejora pertinentes.

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    Article provided by Grupo (Universidad de Málaga) in its journal Observatorio de la Economía Latinoamericana.

    Volume (Year): (2012)
    Issue (Month): 170 (July)

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    Handle: RePEc:erv:observ:y:2012:i:170:15
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