Evaluación del nivel de satisfacción del cliente, para el fortalecimiento y sostenibilidad de la norma NTC 6001 de las empresas Echeverry Compañía Limitada y Vías y Señales S.A.S de la ciudad de Armenia.

In this proposal issues regarding customer satisfaction is, since it is an emotional response from the client before assessing the perceived discrepancy between previous experience, in anticipation of tangible and intangible property, offering the organization and the true performance experienced once contact is established and used or approved the product. This satisfaction is what will influence future relations with the organization and indirectly allow a recommendation of consumption. The practice measuring customer satisfaction is an internal practice that stresses the importance of a company dedicated to the quality of its process, hence the version of the ANSI / ISO / ASQ standard emphasizes the importance of measuring behavior the same, in order to improve said customer satisfaction. According to the above mentioned, and for actions that are being deployed in the Ministry of Economic Development, Promotion activity Enterprise Development, which thus support / support the strengthening and sustainability of the standard will be made, is vital to determine the development that has been generated by implementations high quality standards, thus achieving compliance with quality policies that generate daily a better customer satisfaction. Thus, understanding the importance of the union of the Colombian state and the private sector, seeking to consolidate the city of Armenia as a competitive city, generating income to support the development and economic growth is generated by a linkage the program of Business Administration, University of Quindio, establishing 870 hours for the development of the activity, where a support / monitoring / support the strengthening and sustainability of the NTC 6001 standard is performed.

• Autores: Álvarez Ruales, Diego Fernando; Salazar Aristizabal, John Alexander; Trejos Gómez, Daniel Alberto
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2015
• Institución: Universidad del Quindío
• Repositorio: Repositorio Universidad del Quindío
• Idioma: spa
• OAI Identifier: oai:bdigital.uniquindio.edu.co:001/1819
• Acceso en línea: https://bdigital.uniquindio.edu.co/handle/001/1819
• Palabra clave: CRM; Colaborativo
• Rights: closedAccess
• License: Derechos Reservados - Universidad del Quindio