Propuesta para la creación de estrategia para mejorar la percepción del servicio al cliente en la cadena logística para la marca "Adidas" en Bogotá

Abstract

In order to prove the need for these proposals, a statistical analysis (quantitative) was carried out. With which it was possible to identify the shortcomings that exist with the Adidas supply chain and propose solutions to improve the customer's perception of customer service.The method used was an online survey of people who buy Adidas products in Bogota. The objective was to gather information on how the consumer behaves and what is the dissatisfaction of customers with the delivery service of products purchased on the digital platforms of the brand. With the results obtained, it was identified what were the main failures of the supply chain of the brand, it was identified as a frequent failure at the time of delivery of the product purchased on digital platforms, which generated a bad impression of customer service. and caused contempt for the brand.