Comunicación interna y satisfacción laboral en el área de servicio al cliente de la empresa Consorcio Ecuatoriano de Telecomunicaciones S.A. CONECEL Año 2019

Abstract

Abstract:This research aims to identify whether internal communication influences the job satisfaction of employees in the customer service area of the CONECEL company. For this, a study of the subject is carried out from the theoretical definition of internal communication, types, their function, importance, communication flows, customer service, the climate and the work environment, the importance of the activity they carry out and levels. of dissatisfaction In addition, studies related to job dissatisfaction and theories related to communication are studied. Their environment, values, principles, mission, vision, as well as their structure, products and services they offer are determined. On the other hand, by using a descriptive research approach and a qualitative analysis of the parameters to be studied through the application of surveys to employees in the area of customer service, a SWOT matrix is developed and the need to define strategies is determined, Policies and actions for An internal communication plan aimed at the workers of the organization.