La calidad de servicio y la satisfacción de los clientes de la empresa Greenandes Ecuador.

Abstract

The main objective of this study is to know the quality of customer service of Greenandes Ecuador Company of Guayaquil city, applying the SERVQUAL scientific questionnaire in order to know and compare the perceptions and expectations from export customer about the service offered by the company. The methodology applied in this study was that of the Servqual theoretical model or also known as discrepancy model, focused on the GAP 5, which corresponds to the difference between the perception of quality in the service minus the expectation of the same, for this purpose we used the descriptive, quantitative and deductive methods. The survey was considering as an instrument, which was applied to a sample of 180 export customer in order to know the final results, the SPSS statistical Software was used and the tabulation of the surveys was carried out using Microsoft Office software. The results that the investigation showed were very marked towards the tendency that the perception of the quality of the service offered by Greenandes Ecuador is inferior in the expectation that the clients of the same have. Its most relevant results are given in the dimensions of reliability and response capacity where they have very high negative gaps that must be minimized, in order to achieve this, processes must be improved and responsibilities given to each area that has contact with the client, establishing strategies of service focused on export customer.