Percepción de la calidad de servicio como factor determinante de la competitividad en las PYMES sector Distribución de Energía en la Provincia de Manabí.

Abstract

Competitiveness is a fundamental and important part for the socio-economic development of companies, in the present investigation a study was conducted on the competitive factors of SMEs in the Energy Distribution in Manabí. The general objective of the research was to determine how the perception of the quality of service influences as a factor determinant of competitiveness in SMEs in the Energy Distribution sector in the Province of Manabí. In the corresponding investigation the descriptive design was used with the type of qualitative quantitative research, in addition, the type of historical, documentary and collection, the observation and analysis method, bibliographic sources, survey and interview instruments were used, a selected study population was selected through a sample of the economically active population of Manta, in addition to the selection of companies according to the economic activity, in the “Los Esteros” sector, SMEs selected were Mar hielo, Incoser S.A y Anmaice S.A. The certification analysis of the instruments was carried out through the statistical program IBM SPSS Statics, showing that according to the analysis of Alfa Cronbach, the survey has an excellent coefficient with the value of ,990, and the interview instrument also denotes an excellent coefficient with the score of, 943. The results determined that the hypotheses raised were tested through the statistical program IBM SPSS Stat with correlation analysis of Rho Spearman, verifying that the customer service, the adequate management of human resources, and strategic planning are determining factors of competitiveness and influence the level of quality that SMEs provide.