TY - GEN
T1 - Modelo Estratégico para la Satisfacción del cliente en una Empresa del Sector Servicio
AU - Kristina Bravo-Huivin, Elizabeth
AU - Andre Arosemena-Moreno, Briam
AU - Saraí Sánchez-Bazán, Andrea
N1 - Publisher Copyright:
© 2024 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2024
Y1 - 2024
N2 - The objective of the research is to design a strategic model to determine customer satisfaction in a service sector company, dedicated to providing solutions for the correct laundering of garments for business and industrial use, focusing on the hospital sector, the hotel sector and work uniforms. The research is of applied level, non-experimental and transversal design; from which a sample population of 11 B2B clients was obtained, carrying out the data collection. The SERVQUAL model was used as part of the survey that focused on customer satisfaction, with a Cronbach's Alpha reliability of 0.931. The internal and external situation was analyzed using the tools of the strategic model, obtained from the EFE (2.95) and EFI (2.51) matrices, where the company was placed in the "aggressive" quadrant, which indicates an excellent strategic position with solid strength and a competitive advantage in the sector. The conclusion is that the strategic model positively improves customer satisfaction in the company.
AB - The objective of the research is to design a strategic model to determine customer satisfaction in a service sector company, dedicated to providing solutions for the correct laundering of garments for business and industrial use, focusing on the hospital sector, the hotel sector and work uniforms. The research is of applied level, non-experimental and transversal design; from which a sample population of 11 B2B clients was obtained, carrying out the data collection. The SERVQUAL model was used as part of the survey that focused on customer satisfaction, with a Cronbach's Alpha reliability of 0.931. The internal and external situation was analyzed using the tools of the strategic model, obtained from the EFE (2.95) and EFI (2.51) matrices, where the company was placed in the "aggressive" quadrant, which indicates an excellent strategic position with solid strength and a competitive advantage in the sector. The conclusion is that the strategic model positively improves customer satisfaction in the company.
KW - customer
KW - productivity
KW - satisfaction
KW - Strategic model
KW - strategy
UR - http://www.scopus.com/inward/record.url?scp=85203817279&partnerID=8YFLogxK
U2 - 10.18687/LACCEI2024.1.1.1257
DO - 10.18687/LACCEI2024.1.1.1257
M3 - Contribución a la conferencia
AN - SCOPUS:85203817279
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 22nd LACCEI International Multi-Conference for Engineering, Education and Technology
T2 - 22nd LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2024
Y2 - 17 July 2024 through 19 July 2024
ER -