La percepción de la calidad del servicio al cliente en la fundación para el desarrollo integral ESPOIR y su relación con su fidelidad.

Abstract

The following research project focuses its attention on taking relevance in the perception of the present quality, its objective is to analyze customer service with the objective of showing an integral development related to loyalty, as well as indicators within the investigation that harm or benefit the research. The structure of this project will begin in chapter one with the presentation of the problem to be treated together with the specific and general objectives and their respective justification, taking into account that the problem of poor quality or unethical customer service occurs worldwide and in the Ecuadorian context it occurs much more frequently. In chapter two, the bibliographical research becomes more present together with the theoretical framework based on the mission and visa of the studied company "ESPOIR" as well as the values and principles and the study of the collaborators of this organization, through research it is presented the structure and organization of the collaborating company In chapter III the methodology and study of the project dealt with has a type of descriptive research because its purpose is to describe the object of study and present the results of the survey carried out. In chapter IV the conclusions and recommendations related to the objectives of the investigation.