Medición de la satisfacción del servicio al cliente externo y propuesta de mejora a Degso CIA. LTDA., ubicado en el Distrito Metropolitano de Quito.

Abstract

This research work intends to present the results of the analysis of the measurement of the satisfaction of the external customer service of the company Degso Cia. Ltda., In order to present a proposal to improve it. The study is of quantitative type, for which probabilistic sampling is used and the technique of 128 customer surveys is applied for the collection of information, using the SERVPERF questionnaire model to measure the quality of the company's services with respect to Five dimensions, which are tangible elements, responsiveness, reliability, security and empathy. To reach the results, the statistical software SPSS is used, the results of the research are of good qualification, however the research has focused on the dimensions with low score by the clients in order to improve the company, dimensions in are Responsiveness, Reliability and Tangibility, This research concludes that the company has a need to improve process optimization, because the information is not interconnected between the departments, therefore, a truthful and timely response cannot be given to customers. In view of the need, the implementation of an Enterprise Resource Planning ERP is proposed, which means planning of business resources, which allows the implementation of software that manages and automates the practices associated with the management of the company, which will allow for a flow fluent and have a thorough knowledge of the components of the information, access to information, shared information and also share the data between the departments of the company.