Calidad de servicio y fidelización de clientes en la empresa “Etafashion” del cantón Manta, 2022.

Abstract

Currently the quality of service is of the utmost importance for every company. Put in your portfolio that if there is no quality of service within the entity, unfortunately you will not be able to retain your customers. Based on this, this article aims to analyze to what extent the quality of service influences the customer loyalty of the company "Etafashion" of the Manta canton. For this reason, a mixed methodology was used in which measurement surveys were applied to 100 clients. All this allowed to obtain as the main result that 50% of the surveyed population stated that one of the main issues that should be a reason for improvement is the quality of service. However, one of the company's strengths is its facilities. In conclusion, "Etafashion" is recommended to execute continuous improvement plans to establish social links between workers and users.