Calidad de servicio y su relación con la satisfacción de los usuarios del grupo MAVESA. Santo Domingo.

Abstract

This research work aimed to analyze the relationship between the quality of service and the satisfaction of the users of the MAVESA Group in Santo Domingo. The study was quantitative, cross-sectional and non-experimental. The population of this study was made up of the Administrative Assistant of the Department of Inputs and 106 permanent clients of the MAVESA Group of Santo Domingo, so it was necessary to obtain a representative sample of 83 clients. The information collection techniques were the documentary review, the interview and the surveys based on the Likert scale, as an instrument the questionnaire was used. The research methods were the applied, the descriptive, field and explanatory, for the analysis of the data, the information was tabulated and then through the Excel program the graphs and statistical tables were elaborated that allowed to analyze and / or explain the data obtained. It was concluded that the MAVESA Group has means for the client to express their problems or dissatisfactions or to recognize the good performance of any department of the organization, but their complaints and claims have not been addressed as quickly as the case requires, so a proposal was prepared to apply strategies to improve internal communication in the MAVESA Group in Santo Domingo from which it can be reduce or eliminate delays in the solution to complaints, problems and attention to suggestions issued by customers.