Análisis de los factores que inciden en la calidad del principal servicio en una empresa pública de laboratorio de alimentos en la ciudad de Guayaquil.

Abstract

The problem of research is associated with customer satisfaction, so it aims to analyze the factors that influence the quality of the main service in a public food laboratory in the city of Guayaquil, "applying the descriptive methodology, quantitative , Bibliographical and field, using a survey formulated to food companies under the servitude model, its multidimensional scale, which obtained the following findings: the empathy component obtained 60% of user acceptance, reliability obtained 66% acceptance , Responsibility 63% acceptance, safety 72% and tangible elements 71%, due to the low level of concern to take care of the interests of customers and delays in the delivery of sanitary registration to users. Therefore, a training plan to strengthen the quality of the service to the user, a monitoring and monitoring plan and a motivational plan for staff, whose investment will be equal to $ 9,150.00 Internal Rate of Return of 51.94% and A Net Present Value of $ 19,907.17, the first criterion exceeded 12% discount rate, the second was greater than the initial investment of $ 9,150.00, resulting in the recovery of the investment in two years, Life of the study of five years, evidencing the feasibility of the investment.