Medicion Del Nivel De Satisfaccion Del Usuario Cliente Interno Y Cliente Externo Del Instituto Tecnico San Rafael De Manizales
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| Author | : Alfonso Germán Garzón Huertas |
| Publisher | : |
| Total Pages | : |
| Release | : 2011 |
| Genre | : |
| ISBN | : |
Resumen: La presente investigación tiene como objetivo presentar los resultados obtenidos en la medición de la satisfacción del usuario, cliente interno y cliente externo del Instituto Técnico San Rafael. La recolección de información se realizó con una encuesta que está conformada por 22 ítems, utilizando la escala de medición de Likert, la cual fue dirigida a estudiantes, padres de familia y colaboradores de la institución educativa. La valides del instrumento de medición se realizó mediante el cálculo del el alfa de Crombach, el cual demuestra que la las encuesta están libres de errores aleatorios y que el instrumento es válido para medir la calidad percibida por los usuarios. A partir de la información obtenida mediante las encuestas se logra identificar las principales causas de que el usuario de la institución este insatisfecho. El instrumento de medición se realizó utilizando el modelo SERVQUAL, adaptado a las necesidades del Instituto técnico San Rafael, que midió la calidad del servicio desde la perspectiva del usuario. Para el análisis de la información se utilizó el paquete estadístico SPSS para Windows.
| Author | : Pau Prats Darder |
| Publisher | : |
| Total Pages | : 60 |
| Release | : 2005 |
| Genre | : Business & Economics |
| ISBN | : 9788481434484 |
Describe brevemente siete técnicas para medir el nivel de satisfacción del cliente tanto interno como externo, además de analizar los problemas más habituales que surgen en el binomio cliente-empresa. Asimismo, da una serie de consejos prácticos para mejorar la relación con los clientes y recomendaciones sobre el método de estudio más apropiado a cada sector de actividad. Contenido: - Relación con los clientes. - Métodos para medir la satisfacción del cliente. - El cliente interno. - Ejemplos prácticos.
| Author | : Nigel Hill |
| Publisher | : |
| Total Pages | : 356 |
| Release | : 2001-01-01 |
| Genre | : Business & Economics |
| ISBN | : 9788481432015 |
Explica detalladamente cómo aplicar las técnicas más eficaces para medir de forma precisa el grado de satisfacción del cliente y evaluar su nivel de compromiso. Con un enfoque eminentemente práctico, describe paso a paso todo el proceso de medida de la satisfacción del cliente, desde el diseño de cuestionarios hasta su posterior análisis, dando las pautas para la elaboración de informes de resultados eficaces. Responde a todas las dudas que se plantean las empresas al emprender el estudio de las necesidades de sus clientes: - ¿Por qué evaluar la satisfacción del cliente? - Fidelidad - La cadena de satisfacción-beneficio - Objetivos del estudio - Cómo entender la conducta del cliente - Investigación de campo - Muestreo - Opciones del estudio - Diseño del cuestionario - Técnicas de entrevista - Análisis e informes - Aspectos relacionados con las relaciones públicas - Cómo evaluar la fidelidad - Modelo y realización de previsiones - Cómo potenciar los beneficios
| Author | : Sarah Cook |
| Publisher | : |
| Total Pages | : 193 |
| Release | : 2006 |
| Genre | : Business & Economics |
| ISBN | : 9788481434552 |
Explica por qué es necesario medir la eficacia del servicio al cliente tanto interno como externo, describiendo cada una de las fases del proceso de medición, desde la selección de la muestra hasta la interpretación de los resultados. El estudio detallado que realiza de las técnicas de medición unido a los consejos de utilización, convierten a esta obra en una herramienta práctica para toda organización que quiera empezar de inmediato a medir la eficacia de su servicio. CONTENIDO: - Las razones comerciales de la medición. - Preparativos para medir el servicio al cliente. - Métodos cualitativos de medición del servicio al cliente. - Métodos de análisis cuantitativo. - Medición de la calidad del servicio interno. - Fijación de referencias. - Análisis y comunicación de los resultados. - Actuación en respuesta a los resultados.
| Author | : Richard Y. Chang |
| Publisher | : |
| Total Pages | : 104 |
| Release | : 1996 |
| Genre | : Consumer satisfaction |
| ISBN | : 9789506412319 |
| Author | : E. Valsami-Jones |
| Publisher | : IWA Publishing |
| Total Pages | : 681 |
| Release | : 2004-05-31 |
| Genre | : Science |
| ISBN | : 1843390019 |
Phosphorus in Environmental Technology: Principles and Applications, provides a definitive and detailed presentation of state-of-the-art knowledge on the environmental behaviour of phosphorus and its applications to the treatment of waters and soils. Special attention is given to phosphorus removal for recovery technologies, a concept that has emerged over the past 5-6 years. The book features an all-encompassing approach: the fundamental science of phosphorus (chemistry, geochemistry, mineralogy, biology), key aspects of its environmental behaviour and mobility, industrial applications (treatment, removal, recovery) and the principles behind such applications, novel biotechnologies and, importantly, it also addresses socio-economic issues which often influence implementation and the ultimate success of any new technology. A detailed subject index helps the reader to find their way through the different scientific and technological aspects covered, making it an invaluable reference work for students, professionals and consultants dealing with phosphorus-related environmental technologies. State-of-the-art knowledge on the behaviour of phosphorus and its applications to environmental science and technology. Covers all aspects of phosphorus in the environment, engineered and biological systems; an interdisciplinary text.
| Author | : Humberto Cervantes |
| Publisher | : Addison-Wesley Professional |
| Total Pages | : 347 |
| Release | : 2016-04-29 |
| Genre | : Computers |
| ISBN | : 0134390830 |
Designing Software Architectures will teach you how to design any software architecture in a systematic, predictable, repeatable, and cost-effective way. This book introduces a practical methodology for architecture design that any professional software engineer can use, provides structured methods supported by reusable chunks of design knowledge, and includes rich case studies that demonstrate how to use the methods. Using realistic examples, you’ll master the powerful new version of the proven Attribute-Driven Design (ADD) 3.0 method and will learn how to use it to address key drivers, including quality attributes, such as modifiability, usability, and availability, along with functional requirements and architectural concerns. Drawing on their extensive experience, Humberto Cervantes and Rick Kazman guide you through crafting practical designs that support the full software life cycle, from requirements to maintenance and evolution. You’ll learn how to successfully integrate design in your organizational context, and how to design systems that will be built with agile methods. Comprehensive coverage includes Understanding what architecture design involves, and where it fits in the full software development life cycle Mastering core design concepts, principles, and processes Understanding how to perform the steps of the ADD method Scaling design and analysis up or down, including design for pre-sale processes or lightweight architecture reviews Recognizing and optimizing critical relationships between analysis and design Utilizing proven, reusable design primitives and adapting them to specific problems and contexts Solving design problems in new domains, such as cloud, mobile, or big data
| Author | : Álvaro Rocha |
| Publisher | : Springer Nature |
| Total Pages | : 783 |
| Release | : 2021-03-09 |
| Genre | : Technology & Engineering |
| ISBN | : 9813341831 |
This book includes selected papers presented at the International Conference on Marketing and Technologies (ICMarkTech 2020), held at ISCTE - University Institute of Lisbon, in the city of Lisbon in Portugal, between 8 and 10 October 2020. It covers up-to-date cutting-edge research on artificial intelligence applied in marketing, virtual and augmented reality in marketing, business intelligence databases and marketing, data mining and big data, marketing data science, web marketing, e-commerce and v-commerce, social media and networking, geomarketing and IoT, marketing automation and inbound marketing, machine learning applied to marketing, customer data management and CRM, and neuromarketing technologies.
| Author | : Robert Istepanian |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 619 |
| Release | : 2007-01-04 |
| Genre | : Medical |
| ISBN | : 0387265597 |
M-health can be defined as the ‘emerging mobile communications and network technologies for healthcare systems.' This book paves the path toward understanding the future of m-health technologies and services and also introducing the impact of mobility on existing e-health and commercial telemedical systems. M-Health: Emerging Mobile Health Systems presents a new and forward-looking source of information that explores the present and future trends in the applications of current and emerging wireless communication and network technologies for different healthcare scenaria. It also provides a discovery path on the synergies between the 2.5G and 3G systems and other relevant computing and information technologies and how they prescribe the way for the next generation of m-health services. The book contains 47 chapters, arranged in five thematic sections: Introduction to Mobile M-health Systems, Smart Mobile Applications for Health Professionals, Signal, Image, and Video Compression for M-health Applications, Emergency Health Care Systems and Services, Echography Systems and Services, and Remote and Home Monitoring. This book is intended for all those working in the field of information technologies in biomedicine, as well as for people working in future applications of wireless communications and wireless telemedical systems. It provides different levels of material to researchers, computing engineers, and medical practitioners interested in emerging e-health systems. This book will be a useful reference for all the readers in this important and growing field of research, and will contribute to the roadmap of future m-health systems and improve the development of effective healthcare delivery systems.
| Author | : Gérard Cliquet |
| Publisher | : John Wiley & Sons |
| Total Pages | : 260 |
| Release | : 2020-06-16 |
| Genre | : Business & Economics |
| ISBN | : 1786305801 |
Location-based Marketing outlines the main concepts, methods and strategies for implementing spatial marketing, also known as geomarketing. With an emphasis on the value of mapping in marketing decision-making, this book demonstrates the importance of a more spatialized view of these decisions, in order to best respond to market realities – whether local or international. The main techniques of geomarketing are presented along with an understanding of the spatial behavior of consumers, both outside the point of sale and in stores. The book further introduces the idea of a "geomarketing mix", which spatializes product innovations, merchandising, pricing and various aspects of promotion. Finally, the book defines what real georetailing comprises and develops the concept of mobile marketing based on geolocation techniques.
