Medición y mejora de la satisfacción del usuario con un método basado en la norma ISO 10002 en Expreso la Gaitana en la ciudad de Neiva

Abstract

The present work, entitled "Measurement and Improvement of User Satisfaction with a Method Based on the ISO 10002 Standard in the Expreso la Gaitana in the City of Neiva", is based on knowing whether the response that users are having to the services provided by the company is Satisfactory or Unsatisfactory and whether it would be effective for the company to implement a complaint management system. The orientation of efforts to provide quality service and thus ensure customer satisfaction are very important variables when talking about loyal and faithful customers. This work is developed in the city of Neiva, using a mixed design methodology with a qualitative and quantitative approach; the collection method was by means of a bibliographic review and a survey, where questions were asked regarding customer service and attention. Once the results were obtained, we can say that although in general the surveyed users are satisfied, it can be evidenced that complaints about untimeliness at departure time are very frequent, as well as the lack of organization; therefore, the implementation of a complaints and claims management system (ISO 10002) is proposed to improve their processes, so that they can manage, understand and deal with customer complaints in a more efficient way.