El marketing de servicios y su incidencia en la fidelización de los clientes de la empresa de Transporte Turístico Encumbrar Jaguayana S.A.

Abstract

Tourist Transport Company SA elevate Jaguayana It has been dedicated to providing services such as transportation, lodging, meals, sightseeing tours to different regions and national tourist attractions as well as international, meeting the needs of customers in the market. This research work has focused on undertaking a comprehensive analysis of internal and external business environment in order to establish strategies to meet and build customer loyalty. The data produced by field research applied to business customers reveals that customers are not satisfied with the care and services is so important to correct things like personal attention, quality service. So the proposal resulting from the research routed by me design Marketing Strategies and Services: Cost Leadership within which a comparative campaign costs are developed on the web, cost reduction tours and Application of Benchmarking, another strategy is Differentiation where train staff, organizational focus on quality and complaints box last Specialization personalized service, creating database and evaluation of customer satisfaction Check List, the implementation of these strategies will allow the company to be more competitive in the market and above all achieve its goal that the customer loyalty.