Upskilling como ventaja competitiva en la Empresa Pública Municipal de Transporte Santo Domingo en el año 2023
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Date
2025-03-18
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Instituto Superior Tecnológico Consulting Group Ecuador - Esculapio
Abstract
El proyecto de investigación tiene como objetivo evaluar la implementación de un programa de perfeccionamiento en el Centro de Atención al Cliente (CAC) de la Empresa Municipal de Transporte Público de Santo Domingo, con el objetivo de mejorar la calidad del servicio al cliente y la satisfacción del usuario. Se utilizó una metodología que combina métodos tanto cualitativos como cuantitativos, empleando encuestas, entrevistas semiestructuradas y análisis de documentos. Se realizó una selección aleatoria basada en grupos estratificados para asegurar que los datos sean representativos. Los principales resultados incluyen un interés destacado en los programas de formación y capacitación, el reconocimiento de habilidades claves como la comunicación y la empatía, así como los diferentes niveles de participación en estas iniciativas. Las conclusiones sugieren la necesidad de implementar un programa de mejora de habilidades centrado en las habilidades identificadas y enfatizando la adaptación de las iniciativas de capacitación a las necesidades específicas del personal. Este estudio proporciona una base sólida para recomendaciones prácticas y estratégicas orientadas a mejorar la efectividad del CAC y la experiencia del usuario en el transporte público.
The research project aims to evaluate the implementation of an improvement program in the Customer Service Center (CAC) of the Municipal Public Transport Company of Santo Domingo, with the aim of improving the quality of customer service and satisfaction. of the user. A methodology was used that combines both qualitative and quantitative methods, using surveys, semi-structured interviews and document analysis. Random selection based on stratified groups was performed to ensure that the data were representative. The main results include a notable interest in training and training programs, the recognition of key skills such as communication and empathy, as well as the different levels of participation in these initiatives. The findings suggest the need to implement a skills improvement program focusing on the identified skills and emphasizing the adaptation of training initiatives to the specific needs of staff. This study provides a solid basis for practical and strategic recommendations aimed at improving the effectiveness of CAC and the user experience in public transport.
The research project aims to evaluate the implementation of an improvement program in the Customer Service Center (CAC) of the Municipal Public Transport Company of Santo Domingo, with the aim of improving the quality of customer service and satisfaction. of the user. A methodology was used that combines both qualitative and quantitative methods, using surveys, semi-structured interviews and document analysis. Random selection based on stratified groups was performed to ensure that the data were representative. The main results include a notable interest in training and training programs, the recognition of key skills such as communication and empathy, as well as the different levels of participation in these initiatives. The findings suggest the need to implement a skills improvement program focusing on the identified skills and emphasizing the adaptation of training initiatives to the specific needs of staff. This study provides a solid basis for practical and strategic recommendations aimed at improving the effectiveness of CAC and the user experience in public transport.
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Keywords
Customer service, Training, Skills, User satisfaction
Citation
Barona Chana, A.C. (2025). Upskilling como ventaja competitiva en la Empresa Pública Municipal de Transporte Santo Domingo en el Año 2023. (Tesis de Pregrado). Instituto Superior Tecnológico Consulting Group Ecuador - Esculapio. Santo Domingo.