Incidencia de la calidad del servicio en la satisfacción de los clientes de empresas que realizan operaciones de comercio electrónico en el Ecuador.

Abstract

Currently, companies have implemented new sales means to cover more sectors in the market, relying on technological development; It has changed from traditional commerce to electronic commerce. An important factor that must be taken into account is the quality of the service offered so that the client is satisfied and this leads to their loyalty. This research work seeks to analyze the influence of the quality of the service on the satisfaction of the clients of the companies that carry out e-commerce transactions in Ecuador. In the theoretical framework definitions of the independent variable, quality of service; measured by reliability, security, purchasing power, tangible elements and empathy and the dependent variable customer satisfaction, measured using a Likert scale. The methodology is quantitative, it is carried out in the population of Ecuador with a sample of 384 inhabitants who carry out transactions in electronic commerce companies. The results allowed to conclude that the quality of the service is significant in customer satisfaction, as well as each of its elements that are reliability, security, responsiveness and empathy, with the exception of tangible elements. The multigroup analysis was also carried out by both gender and age criteria, the results of which resemble the general model.