Strategic Model for Customer Satisfaction in a Service Sector Company

Kristina Bravo-Huivin E.; Andre Arosemena-Moreno B.; Saraí Sánchez-Bazán A. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/laccei2024.1.1.1257

Resumen

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.

Instituciones: Universidad Privada del Norte