“Estrategias para mejorar la experiencia del cliente en sistemas de parqueo automatizados en palmeras shopping”
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Date
2025-10-01
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad TecnológicaCentroamericana UNITEC
Abstract
Esta investigación propone un plan estratégico para mejorar la experiencia del cliente en el sistema
de parqueo automatizado de Palmeras Shopping, enfocándose en reducir tiempos de espera,
mejorar la eficiencia operativa y aumentar la satisfacción del usuario. A través de un enfoque
mixto, que incluyó encuestas a usuarios y entrevistas al personal, se identificaron fallas en accesos,
señalización e integración tecnológica. Como respuesta, se diseñó una hoja de ruta basada en
metodologías Lean y principios de UX, incorporando mejoras tecnológicas, señalización,
mantenimiento preventivo y monitoreo con KPIs. El plan proyecta una reducción del 30% en
tiempos de acceso/salida, un NPS superior a +40 y una disponibilidad del 97%, con retorno de
inversión en tres años y viabilidad técnica y financiera comprobada.
This research proposes a strategic plan to enhance the customer experience in the automated parking system at Palmeras Shopping, focusing on reducing wait times, improving operational efficiency, and increasing user satisfaction. Using a mixed-methods approach—including surveys of users and interviews with staff—issues were identified in access times, signage, and technological integration. In response, a roadmap was developed based on Lean methodologies and UX principles, incorporating technological upgrades, improved signage, preventive maintenance, and KPI-based monitoring. The plan forecasts a 30% reduction in access/exit times, an NPS above +40, and 97% system availability, demonstrating technical and financial feasibility with a projected return on investment within three years.
This research proposes a strategic plan to enhance the customer experience in the automated parking system at Palmeras Shopping, focusing on reducing wait times, improving operational efficiency, and increasing user satisfaction. Using a mixed-methods approach—including surveys of users and interviews with staff—issues were identified in access times, signage, and technological integration. In response, a roadmap was developed based on Lean methodologies and UX principles, incorporating technological upgrades, improved signage, preventive maintenance, and KPI-based monitoring. The plan forecasts a 30% reduction in access/exit times, an NPS above +40, and 97% system availability, demonstrating technical and financial feasibility with a projected return on investment within three years.
Keywords
Experiencia del cliente, Innovación, Parqueo automatizado