Análisis de satisfacción de los clientes de “FV Asesoría Contable y Tributaria”, ubicada en la ciudad de Pedernales.

Abstract

The general objective of this research project is to "Analyze the satisfaction of the clients of FV Asesoría Contable y Tributaria, located in the city of Pedernales". The main problem identified in FV Asesoría Contable y Tributaria is that there is only one Accounting Engineer, which sometimes causes customers to have to wait a long time to make procedures or consultations. The work developed is quantitative, because a questionnaire (Servqual model questions) was used to analyze customer satisfaction through numerical data, it is also descriptive, because it collects, analyzes, and presents the data obtained. The study population consisted of 140 clients of FV Asesoría Contable y Tributaria, and once the corresponding formula was applied, the sample size was determined that the questionnaire would be applied to 103 clients. The results showed that the satisfaction of FV Asesoría Contable y Tributaria's clients is at a very acceptable level, standing out in some dimensions more than others, but this does not mean that there are large percentages of non-conformity, on the contrary, this percentage is very small.