Calidad de servicio y satisfacción en los clientes de la Empresa Radiadores Proaño ubicada en la ciudad de Latacunga.
The current research was made in the Radiadores Proaño enterprise, located in the Latacunga city, Cotopaxi province, it has as aim to improve the service quality and the client satisfaction from Radiadores Proaño enterprise, this research was made for an identified problem, which is based on the dec...
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| Format: | bachelorThesis |
| Language: | spa |
| Published: |
2023
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| Online Access: | http://repositorio.utc.edu.ec/handle/27000/11134 |
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Add Tag | Summary: | The current research was made in the Radiadores Proaño enterprise, located in the Latacunga city, Cotopaxi province, it has as aim to improve the service quality and the client satisfaction from Radiadores Proaño enterprise, this research was made for an identified problem, which is based on the decrease in customers, because the adequate space lack for vehicles and the offers, what promises the competitor, through social networks. The methodology is based on the research type is quantitative, the research level is non-experimental and cross-sectional descriptive approach design. The Servperf model application, what consists five dimensions, which help to identify the perceptions that have customers from Radiadores Proaño enterprise. Said instrument was applied to 322 people. The validated instrument consists 22 questions, according to the Servperf model and 8 questions for customer satisfaction, accordance to Fernández and Campiña, which facilitate with these dimensions by measuring this variable. Starting at the got data, they were achieved to make the measurement, beginning with tangibility identifying a 89% into reliability was identified a 94.16% into responsiveness was got 93.63%, security was got 94.10%, empathy was got 94.10%, in perceived performance, it was identified 94.18% and as the last dimension of expectations, it was got 85.25% with a positive perception, regarding experiences, which the competition services are more attractive, than the Radiadores Proaño enterprise, where was born the problem for researching, finally, it is created strategies to solve the identified problems the customers perceptions. |
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