Calidad de servicio y fidelización de los clientes de los frigoríficos, Los Esteros, Manta, 2024.

Abstract

The objective of this study is to determine how the quality of service and its impact on customer loyalty in the cold storage plants of the Manta estuaries, 2024. Methodologically, the research has a quali-quantitative approach with a non-experimental, exploratory, descriptive and bibliographic scope, surveys were used as a method of data collection with a Likert scale to understand the perspectives, experiences and contexts in depth to the service provided by the meat packing plants of the Manta canton. This research reinforced its information by means of the SPSS system through Cronbach's Alpha obtaining a result of 0.898 which verifies the reliability of this great study. The results obtained allowed concluding and revealing that service quality is a key factor for customer loyalty, and that customer service, product quality, cleanliness and organization of the cold stores are important factors that influence customer satisfaction. The research also showed that satisfied customers are more likely to buy from the coolers again and to recommend them to others, and that continuous improvement and staff training are key to ensuring that service quality is consistent and satisfactory to customers.