Gestión Administrativa de la Empresa CASABA S.A. (Jardines de la Paz) y su incidencia en la Calidad del Servicio que proporciona a sus clientes en la ciudad de Portoviejo, periodo 2013-2014

Abstract

The purpose of this research was aimed at evaluating the quality of service that the company CASABA S.A (Carlos Sáenz Baque) generally known as Jardines de la Paz, offers its customers in the city of Portoviejo. Furthermore, the effectiveness of administrative management and how this affects the provision of funeral services thereof was determined. Identifying each of the factors involved in the service quality levels so as we capture customers also auscultated during the study period determining the positioning of the company in the local market. The information was collected through the quantitative method indirectly to compile data on the information provided by the company CASABA SA, during 2013-2014, in addition to that it has pre-existing bibliographic information on the subject investigated, and analysis of the indirect method field information was collected through surveys of customers and the human talent of the company CASABA SA, interview the staff responsible for the administration of the company. With the help of the three specific objectives were investigated research, allowing to know, how affects the customer to the administrative management of the company CASABA SA, it was known what the strengths and weaknesses of the company are also able to identify who have a strong potential to assume greater responsibilities and improve the weaknesses of the staff that fails to achieve excellent performance. According to surveys it can be said that the directors of the company to achieve excellence should consider new policies and strategies that allow officials of the same offer better service to customers adapting to the needs that have them so that they can be resolved without any problem, so they feel satisfied and this meet the objectives .This was proven by the veracity of the assumptions which were also linked the two variables, administrative management and service quality.