Quality of customer service in Malecón 2000 commercial premises

Abstract

The quality of customer service is fundamental for the complete experience of the buyer. This result responds to the research project "Training programme to improve customer service in the commercial premises of Malecon 2000 in the city of Guayaquil" of the Higher Technology in Sales course at TES. The objective of this study is to analyse the perception of citizens on the existence of clear and concise signage at key points of the Malecon 2000 in Guayaquil, the sample was composed of young people, adults and seniors in a range of 20 to 70 years old residents in the city of Guayaquil; a descriptive and exploratory type of research was applied with a descriptive quantitative technique. The instrument used was a survey designed in Google Forms. According to the results obtained, and the comparative authors, it is evident that the lack of information and signage in Malecon 2000 is a significant problem, significant concerns were observed regarding the cleanliness and maintenance of public areas, the availability of guards and the perception of security.