Análisis del servicio de atención al cliente de la Empresa de Transporte Terrestre Turístico Cotratudossa en la ciudad de Cuenca

Abstract

This paper analyzes the perception of quality, assessment and sensibility of Cotratudossa’s users regarding the tourist land transportation service. At first, some literature about customer service was reviewed as a strategic service, presenting the general data of the company and then through probe it was presented the satisfaction of the users of this service and its relation with the model of quality for touristic companies Servqual. The measuring of the satisfaction related to the specific customer service based on what each client considers as quality is a challenge that leads the investigator to enquire into answers obtained from the senses, through statistical analysis. The service sector is a very competitive field, where the quality has become in a basic requirement; for this, the strategy is to guarantee the constant growing, especially in customer service, to be a pioneer company in quality service, facing the competence.