Calidad del servicio y satisfacción en clientes de las farmacias del sector sur oeste de la ciudad de Guayaquil
Fecha
2021
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Guayaquil
Resumen
En esta investigación, se examina la calidad del servicio y la satisfacción en
clientes de las farmacias del sector sur oeste de la ciudad de Guayaquil.
Manifestando que la calidad del servicio se ha convertido en una estrategia
indispensable para el logro de la excelencia y competitividad empresarial. En
definitiva, se considera que la calidad del servicio es el objetivo de toda empresa
para alcanzar la satisfacción, dicho esto es importante considerar, que las
empresas deben generar actividades de mercadeo relacionadas en atender de
forma adecuada a sus clientes o usuarios Para tal efecto se propone la
aplicación del modelo SERVQUAL, que implica el análisis de 5 dimensiones
sobre el cual descansa la interrelación empresa – cliente, para este propósito se
trabajó con el método hipotético – deductivo, bajo un enfoque cuantitativo
mediante la recolección de información a través de encuestas generadas
mediante un cuestionario, cuya muestra fue de 384 unidades. La investigación
concluyó, que la percepción de los clientes de acuerdo al servicio al cliente que
brindan las farmacias del sector sur oeste de la ciudad de Guayaquil es
satisfactorio en un 88% respecto al servicio recibido de acuerdo a su
percepción. Esto permitió conocer el nivel de satisfacción que tienen los
clientes respecto de las unidades comerciales.
In this research, the quality of service and customer satisfaction of pharmacies in the south west sector of the city of Guayaquil are examined. Stating that the quality of the service has become an essential strategy for achieving business excellence and competitiveness. In short, it is considered that the quality of the service is the objective of every company to achieve satisfaction, having said this, it is important to consider that companies must generate marketing activities related to adequately serving their customers or users. proposes the application of the SERVQUAL model, which implies the analysis of 5 dimensions on which the company-client interrelation rests, for this purpose we worked with the hypothetical-deductive method, under a quantitative approach by collecting information through generated surveys by means of a questionnaire, whose sample was 384 units. The investigation concluded that the perception of customers according to the customer service provided by pharmacies in the south west sector of the city of Guayaquil is 88% satisfactory with respect to the service received according to their perception. This allowed us to know the level of satisfaction that customers have with respect to the business units
In this research, the quality of service and customer satisfaction of pharmacies in the south west sector of the city of Guayaquil are examined. Stating that the quality of the service has become an essential strategy for achieving business excellence and competitiveness. In short, it is considered that the quality of the service is the objective of every company to achieve satisfaction, having said this, it is important to consider that companies must generate marketing activities related to adequately serving their customers or users. proposes the application of the SERVQUAL model, which implies the analysis of 5 dimensions on which the company-client interrelation rests, for this purpose we worked with the hypothetical-deductive method, under a quantitative approach by collecting information through generated surveys by means of a questionnaire, whose sample was 384 units. The investigation concluded that the perception of customers according to the customer service provided by pharmacies in the south west sector of the city of Guayaquil is 88% satisfactory with respect to the service received according to their perception. This allowed us to know the level of satisfaction that customers have with respect to the business units
Descripción
pdf
Palabras clave
CALIDAD DEL SERVICIO, SATISFACCIÓN DEL CLIENTE, MODELO SERVQUAL, PERCEPCIÓN, EXPECTATIVAS
Citación
APA