Calidad en el servicio y satisfacción al cliente en la empresa lácteos Maribella en el año 2022.

Service quality is fundamental element at organizations, since success or failure depends on it. The interest in conducting this research arises from customers decrease in Lácteos company Maribella and this affects its profitability. Its main objective is to determine the gaps at satisfaction level of Maribella's customers with respect to the quality of sales service, which generates dissatisfaction in customers and consumers, reducing purchase orders, for which the company is in need. make changes and innovations in processes to build customer loyalty; The purpose of this research was to know the level of these two variables and thus be able to maintain or increase the quality of satisfaction. A research methodology with a qualitative and at the same time quantitative approach was developed, through the SERVQUAL model, which measures the expectations and perceptions of the client through five dimensions: Tangible Elements, Security, Response Capacity, Reliability and Empathy, to determine the results obtained. the Likert scale reaching the conclusion that in the Maribella Dairy Company there is a level of 76% satisfaction and in the quality of the service it had an expected and perceived result below what was expected, this can be improved with strategies that allow the company to grow within the dairy industry, promoting labor and social development.

• 1. Verfasser: Vela Chicaiza, Andrea Jazmin (author)
• Format: bachelorThesis
• Sprache: spa
• Veröffentlicht: 2023
• Schlagworte: CALIDAD DEL SERVICIO; SATISFACCIÓN; MODELO SERVQUAL; ADMINISTRACÍON DE EMPRESAS
• Online Zugang: http://repositorio.utc.edu.ec/handle/27000/11144