Procesos de logística de ventas en la satisfacción de los clientes de la importadora Castro del cantón Pedernales.

Abstract

The research was conducted at Importadora Castro in the Pedernales canton, which is dedicated to the sale of household appliances and other items. Its objective was to analyze the logistics processes in sales and their impact on customer satisfaction at Importadora Castro in the Pedernales canton. Using a mixed-methods approach that combined quantitative and qualitative methods, the research was classified as descriptive, focusing on detailing and characterizing the impact of logistics processes. Analytical and deductive methods allowed for the decomposition of logistical components and the application of general theories to the specific context of the company. Surveys were conducted with 278 customers, and the manager of Importadora Castro was interviewed, providing valuable data for analysis. The findings revealed a significant influence of delivery times, order accuracy, and inventory levels on customer satisfaction. Based on this, a Management Model for Inventory Handling Cost Optimization and Process Acceleration was recommended, aiming to reduce costs, speed up logistics processes, and improve customer satisfaction. Implementing these recommendations could position Importadora Castro as a leader in logistics efficiency and customer service in Pedernales, improving its economic performance and customer perception. In conclusion, this research provided a comprehensive and detailed view, identifying critical areas for improvement and proposing concrete solutions that benefit both the company and its customers.