Implementation of the ISO 9001:2015 Quality Management System and its Effect on Customer Satisfaction at Inversiones Puchuri Hnos. S.A.C., Lima 2024

Dario Mendoza Arenas R.; Antonio Puchuri Navarrete M.; Dario Bazan Robles R.; Alberto Sakibaru L.; Rushbeer Meza Ramos M.; Gregorio Páucar Llanos P.; Amador López Herrera J. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2025) · DOI: 10.18687/laccei2025.1.1.836

Resumen

The research entitled “Quality Management System based on ISO 9001:2015 to improve customer satisfaction of the company INVERSIONES PUCHURI HNOS. S.A.C, Lima 2024” had the purpose of evaluating the impact of a QMS on customer satisfaction. Through a quantitative approach, experimental design and explanatory level, 25 clients were worked with using tools such as checklists, process diagrams (DOP) and activities (DAP). The results reflected an increase in customer satisfaction from 70.5 % to 93.37 %, accompanied by improvements in customer service (20.54 %), on-time deliveries (23.42 %) and product quality (30.67 %). It is concluded that the QMS based on ISO 9001:2015 is highly effective in optimizing customer satisfaction. The company is recommended to prioritize continuous improvement, train staff, monitor deliveries and conduct periodic audits to maintain the results obtained.

Instituciones: Universidad Nacional del Callao