Calidad de los servicios de la planta de lácteos Pladelact y su impacto en la percepción de los clientes del cantón Penipe, provincia de Chimborazo

ABSTRACT: The Pladelact Dairy Plant, located in the Penipe canton, Chimborazo Province, has recognized the need to understand the impact of service quality on customer perception. Therefore, the main objective of this research is to determine the impact of service quality on customer perception at the 'Pladelact' dairy plant in the Penipe canton, Chimborazo Province. The methodology used employed the hypothetical-deductive method, implementing a descriptive, field, and documentary research type. The design was non-experimental as the data were not manipulated. The study population consisted of 92 customers, and the survey and questionnaire were used as data collection techniques and instruments. Through this methodology and with the findings of the Pearson chi-square statistic, a significance coefficient less than 0.05 (0.00 < 0.05) was obtained. It was concluded that the alternative hypothesis (H1: The quality of services affects the perception of customers at the 'Pladelact' dairy plant) should be accepted. Finally, it is concluded that the Pladelact Dairy Plant needs to make improvements in service quality to enhance customer perception of the company. To achieve this, it has been necessary to propose strategies directed to the management to address identified shortcomings and seek better outcomes for the company in question.

• Main Author: Balseca Rosero, Wilmer Vinicio (author)
• Format: bachelorThesis
• Language: spa
• Published: 2024
• Subjects: Calidad del servicioes; Percepción; clientes
• Online Access: http://dspace.unach.edu.ec/handle/51000/13773