ANÁLISIS DE INCIDENCIA DEL TRABAJO EN EQUIPO EN EL SERVICIO AL CLIENTE INTERNO DE LA FUNDACIÓN TERMINAL TERRESTRE DE GUAYAQUIL.

Abstract

The study determined the level of commitment to internal customer service at “Terminal Terrestre de Guayaquil” Foundation. This research aims to determine the perception of workers related to internal customer service, based on the Servperf model (Service Performance) proposed by Cronin and Taylor (Croning & Taylor, 1994), in which analize th customer perception regarding quality of service. The design of this research is an analytical empirical approach. The population consisted of 201 workers in administrative and operational areas of Terminal Terrestre de Guayaquil Foundation, the tool used was a survey consisting of 22 questions grouped in 5 dimensions which measure the main features of the perception of internal customer service. The web tool for gathering information was cognitoforms, also the processing was performed using SPSS version tool 18. The level of reliability was determined by Cronbach's alpha coefficient with a score of 0.93. It can be seen that the 2 aspects that showed better results were competence and reliability and empathy, there is a good level of perception of cordial mainly from the leaders, but there are aspects such as responsibility and responsiveness that could be improved, by Furthermore communication and information is one of the elements that are perceived as not so well applied and can be taken into consideration by the department of human resources for internal campaigns to improve this aspect. In general it can be concluded that given the good relationship between workers and their bosses, the area of human resources in the “Terminal Terrestre de Guayaquil” Foundation could use this area to encourage, motivate collaboration and teamwork; guiding quality service internal customer that is reflected in the quality of external service to citizens who use everyday services provided by the Foundation and are the main reason of it.