La calidad de servicio y la satisfacción del cliente en el área de mantenimiento industrial en la empresa ISISTEM CÍA LTDA

ABSTRACT: This research titled “Service quality and customer satisfaction in industrial maintenance in the company “ISISTEM Cía. Ltda.”., is developed because of the problems identified in the quality of service and customer satisfaction in the company ISISTEM Cía. Ltda., highlights, the shortcomings found in it, which shows a certain discrepancy in the perception and expectation on the part of clients in terms of quality of service in the industrial maintenance area of ISISTEM Cía. Ltda., this due to important factors such as limited communication diffusion between the company and its clients, a standard model on customer satisfaction for all areas that the company offers services and the expansion of competition. Which shows the need to create proposals that improve these important aspects for the sustainability of the company. The methodology used in this research was the hypothetical deductive method. It starts with the formula of the hypothesis that was confirmed as the investigation progressed. It should be remembered that it was decided to use a non-experimental descriptive approach, which led to the maintenance area of the company ISISTEM Cía. Ltda., as an object of study. The results of the research confirmed the direct influence on the quality of service with customer satisfaction in the maintenance area, developed through the application of surveys carried out to the personnel involved in the maintenance area of the company ISISTEM Cía. Ltda., and its clients. Subsequently, the information collected was processed and analyzed using the SPSS tool, which did allow verification of the proposed hypothesis.

• Main Author: Ati Cajas, Grace Karolina (author)
• Format: bachelorThesis
• Language: spa
• Published: 2023
• Subjects: Calidad; Servicio; Cliente; Satisfacción
• Online Access: http://dspace.unach.edu.ec/handle/51000/12136