La Calidad del servicio y su influencia en la Fidelización de los clientes de la empresa Mega Multisuelas de la ciudad de Ambato.

Abstract

MEGA MULTISUELAS , was founded in the province of Tungurahua one May 15, 2005 by a single legal representative Sr. Edison Patricio Beltran has an input for the design of footwear variety, it has been working as microenterprises and shoes so constantly. The central problem is the poor quality of service by weak planning service differentiation strategies, customers have a limited product identification, in a changing world loyalty it is essential to provide quality service that allow to increase sales both the company as for the clients and micro enterprises that acquire the products. Thrown data is infrequently found that attention and differentiated service in relation to other companies sell the same products, so the customer gets to prefer to go shopping in other stores, there are weaknesses for fast, friendly care is provided and technical staff capacity to convey trust and confidence in your purchase, sometimes fails to meet the expectations they have with regard to the product. Most are occasional customers, because it is very limited special promotions and training, nevertheless customers regard as a shortcoming that should be improved. Expectations proposal is presented as a marketing plan for customer loyalty with emphasis on quality of service for current, occasional potential client, where a series of actions to publicize and present useful promotional products to convince the customer will be built to purchase MEGA MULTISUELAS city of Ambato Tungurahua province.