dc.contributor.advisor | Ormiston, Ewan | spa |
dc.contributor.author | Bayona Jiménez, Carlos Roberto | spa |
dc.coverage.spatial | Colombia | spa |
dc.date.accessioned | 2014-04-25T04:51:08Z | |
dc.date.accessioned | 2015-07-10T20:00:01Z | |
dc.date.accessioned | 2017-02-10T16:37:03Z | |
dc.date.accessioned | 2017-08-12T15:59:39Z | |
dc.date.available | 2014-04-25T04:51:08Z | |
dc.date.available | 2015-07-10T20:00:01Z | |
dc.date.available | 2017-02-10T16:37:03Z | |
dc.date.available | 2017-08-12T15:59:39Z | |
dc.date.created | 2011 | |
dc.date.issued | 2011-06 | |
dc.identifier.uri | http://hdl.handle.net/10726/448 | |
dc.description.abstract | El servicio post venta es una de las herramientas más importantes que utilizan las marcas para generar rentabilidad, ya que es clave para aumentar la lealtad de la marca en sus clientes, además de crear un desarrollo continuo para ellos mismos y mejorar el efecto a largo plazo. “El servicio postventa automotriz es 54% más rentable que vender automóviles, por lo que los fabricantes de automóviles lo identifican como una de las principales fuentes de negocios, según un estudio de Deloitte sobre el sector automotriz mundial. Las principales compañías automotrices basan su reputación como marca y sus modelos en su experiencia en la gestión de operaciones de postventa, como un servicio que fomenta la lealtad y la lealtad de los clientes ".
Es realmente importante entender a Renault y su punto de vista sobre su presencia en países extranjeros porque cada país tiene una cultura y una situación económica diferentes para adaptar sus políticas, por lo tanto, la forma en que se aplican las políticas de servicio postventa en el automóvil colombiano Se analizará y observará la industria, para averiguar qué aspectos se miden y desarrollan para obtener la satisfacción o insatisfacción de los consumidores hacia los servicios prestados por la marca. | spa |
dc.description.tableofcontents | General Context.
Background.
Automobile Industry.
French Automobile Industry.
Renaults History and its Numbers.
Colombian Automobile Industry.
Renault in Colombia.
Suceess of service in the workshphop.
Services offered by the brand in Colombia.
Renault Minute.
Warranty Policy.
Renault Pro.
Renault Community.
Customer Service.
The importance of crm and quality.
Measurements on customers point of view.
Renaults post sales service plan for 2011.
Analysis and interpretation of results. | eng |
dc.format.extent | 49 páginas | spa |
dc.format.mimetype | application/pdf | eng |
dc.language.iso | eng | |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Renault | spa |
dc.subject.ddc | 658.834 Comportamiento del consumidor | spa |
dc.title | An analysis on Renaults consumer satisfaction trough its post-sale service on the colombian industry | spa |
dc.rights.accessrights | info:eu-repo/semantics/openAccess | |
dc.subject.lemb | Administración de empresas | spa |
dc.subject.lemb | Relaciones con los clientes | spa |
dc.subject.lemb | Servicio al cliente | spa |
dc.subject.lemb | Comportamiento del consumidor | spa |
dc.subject.lemb | Preferencias de los consumidores | spa |
dc.subject.lemb | Branding (Mercadeo) | spa |
dc.subject.lemb | Automóviles - Industria y comercio | spa |
dc.subject.lemb | Análisis de mercadeo | spa |
dc.subject.lemb | Mercadeo - Investigaciones | spa |
dc.identifier.local | ADM / B361a 2011 | |
dc.rights.local | Abierto (Texto Completo) | spa |
dc.type.version | info:eu-repo/semantics/acceptedVersion | |
dc.description.degreename | Administrador de Empresas | spa |
dc.identifier.instname | instname:Colegio de Estudios Superiores de Administración - CESA | spa |
dc.identifier.reponame | reponame:Biblioteca Digital – CESA | spa |
dc.identifier.repourl | repourl:https://repository.cesa.edu.co/ | |
dc.description.abstractenglish | After-sales service is one of the most important tools that brands use to generate profitability, since it is the key to increasing brand loyalty in their customers, in addition to creating continuous development for themselves and improving the long-term effect. term. "Automotive after-sales service is 54% more profitable than the car salesman, which is why auto manufacturers identify it as one of the main sources of business, according to a study by Deloitte on the global automotive sector. Leading automotive companies base their reputation as a brand and their models on their expertise in managing post-sales operations, as a service that fosters customer loyalty and loyalty. "
It is really important to understand Renault and its point of view on its presence in foreign countries because each country has a different culture and economic situation to adapt its policies, therefore, the way it adapts the after-sales service policies in the Colombian automobile The industry will be analyzed and observed, to find out which aspects are measured and analyzed to obtain the satisfaction or dissatisfaction of consumers towards the services provided by the brand. | eng |
dc.rights.creativecommons | Attribution-NonCommercial-NoDerivatives 4.0 International | * |
dc.description.degreelevel | Pregrado | spa |
dc.publisher.program | Pregrado en Administración de Empresas | spa |
dc.publisher.grantor | Colegio de Estudios Superiores de Administración - CESA | spa |
dc.type.local | Tesis/Trabajo de grado - Monografía - Pregrado | spa |
dc.type.coar | http://purl.org/coar/resource_type/c_7a1f | |
dc.type.driver | info:eu-repo/semantics/bachelorThesis | |
dc.type.redcol | http://purl.org/coar/resource_type/c_46ec | * |