La Calidad del servicio y la Satisfacción de los clientes de la Organización Comercial Víctor Hugo Caicedo Cía. Ltda. de la ciudad de Ambato.

Abstract

Victor Hugo Caicedo Trade Organization, Ambato is a company founded in 1956 by Victor Hugo Caicedo and his wife Mrs. Nelly Minho, since 1975 engaged in the marketing of school supplies, office supplies, and stationery, preferred on the market for the variety of products and competitive prices. However the quality of service is not adequate, what has caused the Customer Satisfaction is not complete, harming their competitive development in the market. Therefore this research has focused on a study of the Quality of Service and Customer Satisfaction in Victor Hugo Caicedo Trade Organization, in order to establish a Quality Plan that allows improving the levels of Customer Satisfaction. The data obtained in the field research reveal that Victor Hugo Caicedo Trade Organization, is one of the largest suppliers of stationery, school supplies and office center of the country, but the attention and service it offers its customers is not the right causing a permanent customer dissatisfaction. So the present research aims to design a Quality Plan to improve levels of customer satisfaction, to be more competitive in the market.