Análisis de la calidad del servicio y la satisfacción del cliente del centro estético Carolina Vélez de la ciudad de Manta, año 2021.

Abstract

The present research has as its theme "Analysis of the quality of service and customer satisfaction of the Carolina Velez esthetic center in the city of Manta, year 2021". Its activity is the provision of cosmetology, cosmetology and integral esthetics services, and its objective is to determine the influence that the quality of the service provided by the mentioned establishment has on the satisfaction felt by its clients when receiving the same. The research was of a correlational type, with a non-experimental cross-sectional design, the methodology used for the research was quantitative descriptive type, the survey was applied to customers (120 people) who come monthly to the aesthetic center "Carolina Vélez"; This instrument consists of a total of 12 questions based on the SERVQUAL model measured through the Likert scale, where it could be seen that they are satisfied with the service, however there are certain aspects that must be improved to be active and pending with each of the customers, thus providing a quality service that exceeds each of their expectations. To solve the problem, a plan of strategies is proposed to improve the service offered to the customer, thus implementing important changes that will allow it to grow at the organizational level, through the proposal seeks to achieve total customer satisfaction, exceeding each of their expectations and thus showing their loyalty to the brand, so that it can be competitive in the market and endure over time.