Percepción de la calidad en el servicio y la satisfacción del cliente en los talleres mecánicos de la ciudad de Manta.

Abstract

Perceived service quality and customer satisfaction are essential to the success of auto repair shops in Manta, a key city on the Ecuadorian coast. This study aims to analyze how auto repair shop customers in the San Agustín sector perceive the quality of service received and their level of satisfaction, identifying areas for improvement to optimize the competitiveness of the sector. The research was developed under a descriptive and transversal methodological approach. A survey was conducted with 350 auto repair shop customers in San Agustín, using a structured questionnaire that evaluated aspects such as customer service, service efficiency, and confidence in the results. The data obtained were statistically analyzed to identify patterns and correlations. The results show that 78% of respondents consider customer service satisfactory, while 65% positively evaluate clarity in costs. However, 40% indicated dissatisfaction with delivery times. In addition, it was identified that 85% of customers prioritize trust in the services performed as the main factor for their loyalty. It is concluded that, although the mechanical workshops in San Agustín have strengths in customer service and clarity in costs, it is necessary to improve efficiency in delivery times. This study suggests strategies focused on optimizing operational processes and strengthening communication with customers to increase satisfaction levels and consolidate their position.