Análisis de reclamos de clientes por pagos de saldos mal Registrados en el sistema, cobros duplicados y cobros Adicionales, realizados con tarjeta de crédito / debito En el establecimiento comercial de alimentos y otros Productos S.A de C.V

Abstract

The main motivation to carry out this research work is to better understand the environment in which customer complaints are produced due to balance payments incorrectly registered in the system, duplicate charges and additional charges made with a credit card in the Commercial Establishment of Food and Other Products SA de CV, to offer an improvement proposal that can speed up the response time to the client seeking their satisfaction and loyalty with the company. The research has a mixed approach with an explanatory scope, in the quantitative part the non-experimental design with a transactional or transversal cut was applied and in the qualitative part an action-research design was applied, which aims to improve specific practices in the company, the Units of analysis were store managers, accounting experts and customers of the Food and Other Products Commercial Establishment SA de CV, as well as bank experts. Surveys and interviews were applied to collect the information. Among the most important findings, the main reason that leads point of sale cashiers to make errors in credit/debit cards is due to the lack of concentration in their functions, the most frequent claim presented by customers. cardholders in the store-branch are duplicate charges, the time needed to resolve a claim case presented by the customer in most cases exceeds 29 days, according to the surveys and interviews applied, it is due to the fact that both the supermarket as the bank they need this time to validate the information and make the decision to accept or reject the claim request.