Evaluación de la satisfacción del cliente en el servicio postventa: un estudio de caso en Multiservicios Frecha.

Abstract

This research aims to evaluate customer satisfaction and the quality of after-sales service at Multiservicios Frecha, in order to establish strategic improvement guidelines. The study was conducted using a non-experimental design, with a mixed-method approach and a descriptive, correlational, and propositional scope. The study population consisted of the workshop's customers, with a sample of 64 participants corresponding to the first half of 2026. For data collection, a structured survey based on the SERVQUAL model was administered, considering the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. In addition, interviews were conducted with the manager and technical manager to complement the quantitative analysis. The results revealed gaps mainly related to delivery times, communication during repairs, responsiveness, after-sales follow-up, and document presentation. The instrument showed high reliability, with a Cronbach's Alpha of 0.9449. Likewise, the Spearman's Rho coefficient identified a positive and significant relationship between after-sales service quality and customer satisfaction (Rho = 0.826; p < 0.0001). Finally, an improvement proposal was developed focusing on quality, inventory, communication, infrastructure, and technical support.