Plan de mejora de los niveles de satisfacción de los clientes de los cangrejales del sector de Sauces VI y IX, de la parroquia Tarqui en la ciudad de Guayaquil.

Abstract

This degree work proposes a plan to improve the satisfaction levels of the people who attend the crabs of the willow sector VI and IX focused on the inclusion of gastronomy as a local and foreign tourist offer. In the sector of Sauces VI and IX tends to see a lot of movement during the nights, large numbers of people attend their establishments of food and drinks among them we have the crabs that gradually were filling the Isidro Ayora Avenue, an average sale can be said to be consuming a week a total of 1,920 crustaceans, of which weekends are the days of most movement by entire families that come to consume in the stores selling crabs This research contains the theoretical basis of the investigation, which identifies the theories that will support this research, to know the theoretical bases that will help to understand how the cause and effect relationships occur in a situation, in this case about satisfaction of customers and how to improve it. Four frameworks that are theoretical, conceptual, referential and legal will be addressed. A descriptive methodology and a mixed approach are proposed, with the survey and interview instruments, to obtain the necessary information and proceed to the analysis of the results that allowed to identify the levels of customer satisfaction. The necessary data analysis is done to know, what to rectify, which will be the basis of the proposal. Finally, the project proposal is exposed, the design of a plan to improve customer satisfaction levels.