Strategies to improve service quality with an impact on customer satisfaction in a company in Chimbote, 2024

Abstract

The study entitled "Strategies to improve service quality with impact on customer satisfaction in a company in Chimbote, 2024" has as its main objective to evaluate how service quality influences customer satisfaction in the shipping company, located in Chimbote. The research addresses the problem of challenges in the delivery of packages, which generate distrust and low customer preference towards the company. Quantitative and qualitative methods were used to collect and analyze data, including customer complaints book and statistical model analysis. The results indicated that improving service quality has a significant positive impact on customer satisfaction, which in turn can increase customer loyalty and retention. In addition, various strategies were suggested to improve the company's services, such as implementing a more efficient shipment tracking system and training staff in customer service. The study concludes that improvements in service quality are essential to maintain competitiveness in the shipping market and to ensure continued customer satisfaction.