Análisis de la satisfacción laboral y la calidad de servicio de una empresa del sector de mantenimiento de jardines en la ciudad de Guayaquil : caso Compañía CIAMAN S.A.

Abstract

The present study seeks to measure and analyze the job satisfaction of the workers of the company CIAMAN S.A. and the perception that external users have about the quality of service they receive. Employee job satisfaction is an important factor in the development and productivity of the organization and its employees, given that it represents an increase in customer satisfaction and loyalty. The CIAMAN S.A. Company was taken as a case study. And independent surveys have been conducted to measure employee satisfaction and customer satisfaction with the company's services. These surveys were conducted taking as reference the instruments developed by Loli (2007) and by theUniversity of Huelva. The data was prepared in the SPSS 20 program and its results are shown in frequency tables, contingency tables, and a regression whose independent variable is the level of job satisfaction. The results show that there is a positive relationship of job satisfaction with customer satisfaction, which allows to know the problem, at the same time they allow to establish an address for the solution of the problems identified, with the appropriate recommendations and conclusions for the research carried out.