Evaluación de la calidad de los servicios y su relación con la satisfacción de los clientes de la empresa multirepuestos carlos de la ciudad de Portoviejo, en el contexto de la pandemia.

Abstract

The present research had the objective of evaluating the quality of the services and their relationship with the satisfaction of the clients of the company Multirepuestos Carlos of the city of Portoviejo, in the context of the pandemic. The methodological design was based on a non-experimental study using descriptive, documentary bibliographic, and field types of research; Data collection instruments were an interview directed to the manager of the establishment, a survey directed to the 10 employees and a survey for 100 clients. The analysis of the current situation of the company in terms of the quality of the service provided under the context of a pandemic made it possible to identify that the management is concerned about having a trained and well-informed staff about the products, prices and brands offered. In addition, the home sales modality has been implemented as a strategy to maintain its market share by adapting to health measures and social behavior due to the presence of COVID-19. On the other hand, the level of customer satisfaction is acceptable since they consider that the products offered are of good quality, that they have exceeded their expectations, and that the attention provided by the staff has been adequate. Finally, a set of strategies was proposed in order to increase the level of customer satisfaction, emphasizing the search for customer feedback, strengthening the work team for customer service, and a training program with the purpose of improving services and promote the business development of Multirepuestos Carlos.