Calidad de servicios y su influencia en la satisfacción de los clientes del sector comercial San Patricio de la Parroquia Eloy Alfaro, Manta 2024.

Abstract

The research "Service quality and its influence on customer satisfaction in the commercial sector of San Patricio, Eloy Alfaro Parish, Manta 2024" analyzed how service quality impacts customer satisfaction. A non-experimental cross-sectional design with a quantitative approach and correlational scope was proposed to evaluate the relationship between service quality and customer perception in 2024. The results revealed that customers perceive the technical and functional quality of services positively, aligning with Grönroos' model. Technical quality, related to the professional effectiveness of services, was favorably rated, indicating compliance with expected standards. Functional quality, encompassing customer interaction and staff responsiveness, also received high scores, emphasizing the importance of customer treatment and staff training. Additionally, corporate quality, associated with the business image, was identified as a key factor in customer satisfaction. In conclusion, it was determined that service quality significantly influences customer satisfaction in the commercial sector of San Patricio. The combination of technical quality, functional quality, and a strong corporate image fosters customer loyalty and business competitiveness, highlighting the need for continuous improvement strategies in service delivery.