EL SERVICIO AL CLIENTE COMO FACTOR DETERMINANTE EN LA DECISIÓN DE COMPRA. CASO DISTRIBUIDORA MARC-SOL

Abstract

Nowadays we can see that only those companies that are minded to change are the ones who continue generating income and profitability for their owners. One of the influencers in the growth of a company is the consumer, who is always searching his needs satisfaction, and to achieve it they based on several factors, such as the price, value, utility, perceived attention and other elements of the company. The objective of this study is to determine the importance and the effect that the consumer service has in the purchase decision by analyzing the Marc-Sol distributor to know the perception of the consumers about the company. To solve that, we perform an exploratory and conclusive descriptive research, using surveys aimed at the company's potential clients, and interviews directed to the manager of the establishment and to one of the employees with most years of service. The main results of this study shows that the consumers who attend with frequency and since the company opened, are the ones who qualify as excellent the service that the entity gives them, also, they value a lot some factors, as prices, attention and the waiting time to obtain their products.