Medición del servicio a los clientes y elaboración de una propuesta para incrementar las ventas en la empresa Multidelivery Cargo Express S.A.

Abstract

All the companies at some point have had a low level of their sales, this due to the strong competition, the investment in advertising campaigns and the possibility of offering competitive prices through different communication channels to their clients, however, it is complicated to implement strategies when you do not have the specialized staff to solve this kind of problems, for the company Multidelivery Cargo Express SA, the over-supply of cargo services in the market, has caused the sales level to decrease and with it, financial problems in order to cover operating costs. According to the review on the subject of managing the quality of the service, a solution has to be focused on the inattention perceived by the client after having experienced the service, creating two scenarios, the first, the expectations previous acquiring the services and the second one, the experience they had after receiving the service, where the clients become the company's spokesperson to attract new clients. To evaluate the quality service of the company Multidelivery Cargo Express SA, a survey was carried out to the company, where parameters were established based on the SERVQUAL theory, where it was concluded that the company needs a plan based in, build customer loyalty, communicating its services, and train the employees to add value and distinguish themselves from other competitors.