Propuesta para el mejoramiento del servicio postventa en una empresa comercializadora de equipos electrónicos.

Abstract

Currently, the commercial world is highly digitized, in this way a vital issue for the sustainability of sales, after-sales service, and even more so that is given to customers whose brand guarantees have expired and any support of maintenance and / or repair that may require, must be paid for by him, we will set our interest in the electronic equipment trading companies. The objective of this thesis work for qualification is to provide a tool that helps to strengthen the relationship that exists between said marketing companies and their customers, focusing on the level of customer satisfaction according to the type of after-sales service they receive each time they I need it, since I have detected that this area turns out to be central when evaluating what type of item and in which brand to purchase, the bad post-sale service, can trigger a disenchantment in the client, which causes not to buy that again brand, on the contrary, a good service produces another effect, making the customer loyal to the brand and also causing a recommendation to acquaintances and relatives which gives us a positive multiplicative effect, our interest in out-of-warranty cases is given by a special characteristic, since in such cases it is not the brand that covers the repair of the item, but the customer who must pay the corresponding payment for that service, therefore the expectation generated in the client is as much or greater than in cases out of warranty.