Gestión de la calidad y su impacto en la satisfacción del cliente en las empresas de servicio de la ciudad de Manta.

Abstract

The research work entitled Quality management and its impact on customer satisfaction in service companies in the city of Manta aims to analyze how quality management influences customer satisfaction in various service companies in Manta. The research focuses on identifying the problems that affect customer satisfaction and proposing strategies to improve the quality of services, which is crucial in a competitive business environment. The approach is quantitative and correlational, using surveys and questionnaires to collect data on the level of customer satisfaction. The results show that the quality of care is closely linked to customer satisfaction. However, statistical analysis, based on Spearman's correlation coefficient, suggests that the relationship between quality management and customer satisfaction is weak, with a correlation of 0.140 and a significance of 0.200, indicating that there is no statistically significant relationship. This suggests that other factors, in addition to quality of care, could have a greater impact on customer satisfaction. In conclusion, although quality management plays an important role in customer satisfaction, the results indicate that the relationship between both variables is notas strong as expected. Companies must consider other factors besides service quality to improve customer satisfaction, which invites them to review quality management strategies and explore other relevant variables.