Impacto de la calidad del servicio al cliente online en las empresas de consumo masivo en la época de la pandemia.

Abstract

Electronic commerce is a tool that dynamized the markets, in addition to being classified as an improvement on the marketing channels of a product, using the presence of intelligent equipment referred to as Smartphones, however, the lack of trust and framed background of the activities commercial online, the following question arises: What has been the impact of the quality of online customer service in mass consumption companies at the time of the pandemic?, for which it is proposed to measure the impact of the quality of service to the customer. online client in mass consumption companies at the time of the pandemic, for this a data collection methodology is proposed through surveys and a collection of transversal information to correlate scenarios, having as conclusions through measurement and correlation of the variables, a combination between each indicator is ensured, such as, for example, the relationship between, the need d of a constant update of the web page of the online commerce that keeps the clients updated regarding the status of the product, allows the satisfaction of the consumer in the online store or other scenario where, a guarantee described in the website of the online commerce of not using the information entered by the customer inappropriately, will allow the customer to make more purchases through this online store in the future, other strategies are described in more detail in the section suggested strategies for the segment within the present work of research.