Propuesta de mejora para los procesos de importación de bicicletas para mejorar la calidad de servicio a los clientes minoristas en la ciudad de Guayaquil.

Abstract

The purpose of this research work is to improve the bicycle import processes to improve the quality of service to retail customers. In the theoretical framework, similar research and theories of improvement of import processes are addressed. In the research instruments, indepth interviews were also carried out with bicycle importers. The method used is deductive-exploratory with a qualitative approach. The methodology used was the SERVQUAL Model, which was adapted for bicycle retail customers in order to verify the relationship between import processes and service quality. The results showed the relationship of the variables and their impact on the quality of service of retail customers of bicycle importers in the city of Guayaquil. Subsequently, the proposal to improve import processes was presented to improve the quality of services to bicycle retail customers.