El comportamiento organizacional y su impacto en el servicio al cliente de la empresa EP EMAPAR del cantón Riobamba provincia de Chimborazo del periodo 2019

Abstract

The objective of the present study was to verify the organizational behaviour (OB) in EP- EMAPAR located in Riobamba city based on a field study, a technical, theoretical, and social analysis in order to improve the employment relationship of internal clients and users, increasing job satisfaction, with employees committed to the institution, and thus achieve its goals. To develop the study, face-to-face surveys were carried out to know the environment within the customer service area and the good relationship that exists between the user and public employees, to see if he or she agrees with the time taken to be served along with the appropriate language they use. After the field study, a technical study was carried out collecting relevant information to be able to define the strategies for a continuous improvement, strengthening ties in the customer service area. Finally, six aspects to be improved were detected as well as strategies that can help such as being in constant maintenance of computer equipment or adequate control of risks that employees may face, in addition, they must take into account that motivation becomes a fundamental element to have satisfied workers within the organization