Optimization of quality strategies to improve customer satisfaction levels in a fishing company in Chimbote

Abstract

The main objective of this report is to implement quality strategies to improve customer satisfaction in a fishing company in Chimbote. An applied, quantitative, and descriptive research approach was used, conducting surveys with 121 customers to measure their satisfaction level before and after implementing improvements. The initial results showed a low level of satisfaction, with 13.4% of respondents expressing satisfaction with the products and services, highlighting deficiencies in product quality, fulfillment of promises, and customer service. After implementing quality strategies focused on improving these aspects, the final results showed a significant improvement, reaching 30.6% overall satisfaction, along with a notable increase in the perception of product quality and customer service. Based on the results obtained, it is concluded that optimizing quality strategies positively influences customer satisfaction, answering the research question on how the optimization of these strategies improves satisfaction levels in the fishing company in Chimbote. This demonstrates that continuous improvement and attention to customer needs are essential to ensuring competitiveness and customer loyalty.