Gestión de calidad y su impacto en el servicio al cliente en la Cooperativa Ondina del Pacifico.

Abstract

The objective of this research is to analyze quality management and its impact on customer service at the Ondina del Pacífico Cooperative, identifying problems such as a lack of clear information at bus stops and deficiencies in customer service. To address these limitations, the proposal is to implement a comprehensive signage system that combines technology, such as QR codes and mobile applications, with staff training in customer service and the use of digital tools. This study follows a descriptive and quantitative design, using surveys administered to 66 public transport users. The results indicate a high demand for improved information and strong support for the incorporation of technological tools. The proposal includes the design of modern and accessible signage, the development of mobile applications to optimize communication with users, and ongoing staff training to ensure efficient service tailored to customer needs. The implementation of these strategies is expected to significantly improve the user experience, increase customer loyalty, and modernize the operation of public transport in Bahía de Caráquez.