Empoderamiento del cliente interno y la Calidad del servicio que percibe el usuario de Servipagos.

Abstract

Servipagos is a business transaction service, started operations in 1998, provides billing and payments solutions quality, through agencies, and agents PAGO ÁGIL providing consumers with a fast and accessible service. Manages an extended number of agencies in several provinces, providing a wide coverage. Considering the problems that evidence downward transactionality this filing Servipagos, because of the quality of service is being provided to customers of the institution, a comprehensive analysis was performed for the purpose of giving the best solution. The data obtained by the research, shows that it should be emphasized that staff it feels important part of the institution and to be qualified for more better way, so they can promptly to resolve the requirements presented in the every day of the performance of their duties. The benefits to be obtained through the empowerment plan of internal customer is given the opportunity to employees to make their own decisions, based on the communication, corporate responsibility training, knowledge confidence that eventually the institution has provided him with the clear objective of improving the quality of service. Seeing themselves reflected all the effort in the external customer satisfaction, undoubtedly.