La calidad de servicio y su influencia en la satisfacción de los usuarios en época de pandemia de la escuela de conducción Easy Drive de la ciudad de Chone.

Abstract

The main objective of this research work entitled "The quality of service and its influence on user satisfaction in times of pandemic of the Easy Drive driving school in the city of Chone", had as its main objective to analyze the quality of service and satisfaction of users of the Easy Drive driving school in times of pandemic to determine the need for a proposal for improvement in the processes that allows Meet user expectations and satisfaction. The research methodology consisted of a non-experimental design of correlational type and quantitative approach, for data collection the survey technique was used through a questionnaire for which there was a total population of 1617 students enrolled from the period from May 2021 to May 2022, and a sample of 311 users. Once the data obtained were analyzed, it was found that the quality of service of the Easy Drive driving school has positively influenced the satisfaction of its users in almost all aspects in times of pandemic. In conclusion, Easy Drive has a high percentage of customer satisfaction due to the quality of its services offered despite a current pandemic, however, indicators were evidenced in which it is considered that it can be perfected following an improvement plan that helps it maintain its competitiveness and continue optimizing the quality of its services.