Análisis de los factores de la calidad que determinan la satisfacción de los clientes en la empresa DISTRILOPEZ S.A de la ciudad de Guayaquil.

Abstract

The purpose of this investigation is to: Analyze the quality of service factors that determine the satisfaction of the clients of the company ¨DISTRILOPEZ S.A¨, with the objective of demonstrating which are the factors that customers consider most important to achieve their satisfaction. It has established many theoretical, conceptual and legal approaches found in the literature regarding the quality of service and customer satisfaction, to facilitate the understanding of concepts. The research method will be descriptive through a quantitative approach. The quality of service will be evaluated by conducting customer surveys based on the ¨SERVQUAL¨ model, which has five dimensions and is designed to compare the expectations and perceptions of customers. As a conclusion, it is determined that the quality of service in the company ¨DISTRILOPEZ S.A¨ is deficient and has shortcomings, demonstrating customer dissatisfaction. For this reason, proposals are presented for the company to develop a better quality of services, increase responsiveness, reliability and empathy. Because these are the dimensions that present major flaws and where customers show more dissatisfaction.