Satisfacción del cliente en el consumo de los productos de la pastelería Sweet Style en Leonidas Plaza.

Abstract

Using a descriptive approach to identify customer characteristics and behaviors, the article presented a quantitative study on customer satisfaction at Sweet Style bakery. The research relied on surveys to collect numerical data, allowing the frequency of different consumer perceptions and experiences to be measured. Using sampling methods, a representative sample of 150 customers was selected from the target population, the data collection instrument consisted of a twelve-question questionnaire designed to evaluate various aspects of the customer experience, such as product customization, experience of purchase and the adequacy of delivery times. Cronbach's Alpha was used to evaluate the reliability of the questionnaire and obtained a value of 0.984, indicating high internal consistency and suggesting that the questions consistently measured the same construct. The findings showed that most customers were satisfied with the customization options and shopping experience, indicating a high likelihood of return. However, areas for improvement were discovered that could have further increased customer satisfaction, such as optimizing delivery schedules and expanding customization options. In conclusion, the study provides a solid foundation for implementing strategies that strengthen customer loyalty and improve the overall experience at Sweet Style.