La gestión de la calidad para mejorar el servicio al cliente en la Cooperativa de taxis ·Ciudad de Bahía”.

Abstract

The work presented in this research was carried out at the Bahía City Taxi Cooperative, with the goal of improving the service provided to achieve customer satisfaction in the Sucre canton of Bahía de Caráquez. This study is important because the cooperative requires feedback on the quality of the service offered. The limited awareness of best practices in service quality management among cooperative employees leads to customer dissatisfaction, impacting the cooperative's finances. Descriptive and analytical methods were applied, and with the input of a bibliographic review, the theoretical content related to the working variables was substantiated to evaluate quality management models that have been applied internationally in large organizations over time. Surveys were conducted among service users and interviews were conducted with the cooperative's human talent to highlight deficiencies in the quality management process. The project proposes a quality system model to prioritize customer service and strategically guide the activities and actions carried out by the administrative and operational staff of the Bahía City Taxi Cooperative.