Calidad de servicio y su relación con la satisfacción del cliente de la empresa TRACKINGCAR de la ciudad de Manta, 2022.

Abstract

Service quality is a crucial factor that directly influences customer satisfaction. In this context, the present research project aims to determine the relationship between service quality and customer satisfaction at TRACKINGCAR in the city of Manta, Ecuador, during the year 2022. This research had a correlational descriptive scope, used a quantitative approach with a non-experimental design of a correlational type. The population consisted of the company's customers during the study period, and a purposive sampling of 151 customers was conducted. Data were collected through a questionnaire that assessed service quality and customer satisfaction based on the dimensions of the SERVQUAL model. The results show a positive and significant relationship (0.845) between service quality and customer satisfaction. Elements of service quality, such as reliability, responsiveness, assurance, empathy, and tangible elements, have a direct influence on customer satisfaction levels. This study concludes that service quality is a determining factor in the satisfaction of TRACKINGCAR’s customers. Therefore, it is recommended that the company continue to strengthen and improve its service quality strategies to maintain and increase customer satisfaction.