Quality of Service and Customer Satisfaction for an SME Company in the Transport Sector

Iván Custodio Campos C.; Rubén Bustamante Ñopo C.; Anali Tenorio Ortiz Y.; del Socorro Sotomayor Nunura G. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/laccei2024.1.1.1059

Resumen

This study was carried out in one of the most recognized companies in the freight transportation sector in Peru. The purpose of this research article was to determine the relationship between quality of service (QS) and customer satisfaction (CSAT); to identify the level at which each variable is found; and to establish the relationship of each dimension on customer satisfaction in a transportation company. A questionnaire was used as a measurement instrument in this research, with a Cronbach's alpha coefficient of 0.950, thus determining its degree of reliability and consistency. Likewise, the dimensions of the ServQual model were adapted to perform the analysis of QS, while a two-dimensional approach was used to evaluate CSAT. As a result, a correlation coefficient of 0.835 was obtained, indicating that the quality offered in freight transportation services significantly influenced CSAT. Additionally, it was found that through the five dimensions of QS it also positively affects satisfaction. That is, as long as the services provided are of high quality, satisfaction will be favorable and unfavorable if the services are provided in a deficient manner. Therefore, in the company it was determined that people were satisfied with the service received.

Instituciones: Universidad Tecnológica del Perú