Calidad del servicio y su impacto en la satisfacción y lealtad de los clientes de la ferretería y riegos el titán, año 2023

The main objective of this study was to analyze the quality of service and its impact on the satisfaction and loyalty of customers of the El Titan Hardware and Irrigation Store, located in the canton of El Empalme, province of Guayas. The research focused on evaluating how the quality of the service offered by the company, in relation to customer expectations, influences their level of satisfaction and, as a consequence, their loyalty. The methodological approach adopted was explanatory and descriptive, using inductive and deductive techniques to interpret the information collected through observation, questionnaires and interviews aimed at both customers and employees of the company. The sample was made up of frequent customers and key employees of the customer service, cashier, and dispatch departments. The results allowed the identification of strengths and weaknesses in the quality of the service, evidencing greater performance in the dimensions of tangibility and security, and weaknesses in reliability and responsiveness. 37.6% of customers showed a neutral opinion about their experience, and only 6.3% chose hardware as their first choice. These data reflect the need to strengthen the relationship with the customer. The research confirmed that an efficient, reliable and empathetic service has a direct impact on satisfaction and loyalty. Finally, strategies aimed at improving the quality of service were proposed, with emphasis on staff training, optimization of service processes and renewal of the product catalog

• Váldodahkki: Ruiz Briones, Melany Geomayra (author)
• Materiálatiipa: masterThesis
• Giella: spa
• Almmustuhtton: 2025
• Fáttát: Servicio Al Cliente; Lealtad; Satisfacción; Competitividad
• Liŋkkat: https://repositorio.uteq.edu.ec/handle/43000/8705