MEJORA DEL SISTEMA DE EVALUACIÓN DE LA TIENDA
Archivos
NO SE HA AUTORIZADO la consulta de los documentos asociados
Fecha
2017-09
Autores
Título de la revista
ISSN de la revista
Título del volumen
Editor
Jaén: Universidad de Jaén
Resumen
[ES]La elaboración de este trabajo tiene como objetivo intentar mejorar la evaluación de la calidad del servicio que los empleados de Grupo DIA prestan a los clientes.
Hasta ahora el proceso de evaluación se limitaba a encuestar a los clientes externos a través de una sola vía de evaluación (encuesta a través de la app móvil), siendo la muestra poco representativa y los resultados obtenidos poco justificables.
Lo que se intenta con este trabajo es incorporar al trabajador en dicha evaluación, respetando su opinión y haciéndolo parte imprescindible de la investigación. También se pretende incorporar a un equipo (Tienda ideal), que recogerá información a través de otra encuesta, muy similar a la primera, lo cual nos permitirá recabar información desde otra perspectiva.
Todo esto, junto con la valoración del supervisor, nos proporcionará una visión más real de la calidad que se está ofreciendo en el servicio.
[EN]The elaboration of this work aims to try to improve the evaluation of the quality of the service that the employees of DIA Group provide to the clients. Until now, the evaluation process was limited to surveying external clients through a single evaluation route (survey through the mobile app), the sample being unrepresentative and the results obtained were not justified. What is attempted with this work is to incorporate the worker in this evaluation, respecting his opinion and making it an essential part of the research. It is also intended to incorporate a team (ideal store), which will collect information through another survey, very similar to the first, which will allow us to gather information from another perspective. All this, together with the assessment of the supervisor, will give us a more real vision of the quality that is being offered in the service.
[EN]The elaboration of this work aims to try to improve the evaluation of the quality of the service that the employees of DIA Group provide to the clients. Until now, the evaluation process was limited to surveying external clients through a single evaluation route (survey through the mobile app), the sample being unrepresentative and the results obtained were not justified. What is attempted with this work is to incorporate the worker in this evaluation, respecting his opinion and making it an essential part of the research. It is also intended to incorporate a team (ideal store), which will collect information through another survey, very similar to the first, which will allow us to gather information from another perspective. All this, together with the assessment of the supervisor, will give us a more real vision of the quality that is being offered in the service.