Evaluación de la calidad de servicio y satisfacción de los clientes de la empresa Plásticos Ecuatorianos S.A.

Abstract

The objective of the research is to evaluate the influence of the quality of service and customer satisfaction of the company Plásticos Ecuatorianos S.A. in the year 2020. The methodology used was deductive, non-experimental, descriptive and cross-sectional. The type of research had a quantitative approach; The SERVQUAL model was validated as a measurement instrument. As a data collection instrument, the online survey technique was used using the adapted SERVQUAL questionnaire applied to a sample of 92 clients. The results obtained as a result of the investigation showed that the expectations that customers have for the quality of service will always be greater than the perceptions of the service provided. The dimensions of tangible elements and empathy had the highest gaps in relation to the other dimensions, their values were -0.69 and -0.27, respectively. Several improvement plans were established in order to minimize these negative gaps, which are oriented to process improvements, in order to satisfy the needs of customers who are the essence of every business.