Modelo de gestión de calidad de servicio al cliente de la empresa Primicias del Mar en la provincia de Santa Elena.

Abstract

This thesis focuses on enhancing the customer service quality management model of "Primicias del Mar," a prominent shrimp larviculture company in the province of Santa Elena, Ecuador. The SERVQUAL survey methodology was employed to assess the perception of various clients, identifying strengths and areas for improvement in key dimensions such as tangibility, reliability, responsiveness, safety, empathy, and the overall perception of service quality. Survey results provided a detailed insight into the customer experience, facilitating the formulation of specific recommendations to strengthen the company and enhance customer satisfaction. The research aims not only to address current deficiencies in Primicias del Mar's customer service but also to competitively position it in the global shrimp larva market.