Calidad de servicios y su impacto en la satisfacción de clientes de la empresa VEEP S.A Manta 2024.

Abstract

Excellence in service is a key element that directly impacts consumer satisfaction. In this framework, the purpose of this research project is to establish the correlation between service quality and customer satisfaction in the VEEPSA company, located in Manta, Ecuador, during 2023. This study had a correlational descriptive approach, used a quantitative methodology with a non-experimental design and correlational nature. The population was made up of clients under contracts with the company; during the research stage, a deliberate sampling of 22 clients was carried out. The information was collected through a questionnaire that assessed service quality and customer satisfaction, based on the dimensions of the SERVQUAL model. The findings indicate a positive and relevant correlation (0.886) between service quality and consumer satisfaction. The components of service excellence, such as reliability and responsiveness, security, empathy and palpable aspects, directly influence customer satisfaction levels. This analysis determines that service excellence is a crucial element in customer satisfaction of the VEEPSA company. Therefore, it is advised that the company continues to strengthen and optimize its quality strategies and customer service to preserve and enhance customer satisfaction.