Strategic Model for Customer Satisfaction in a Service Sector Company

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, hotel sector and work uniforms. The research is applied level, non-experimental, cross-sectional design, which had a sample population of 11 customers B2B companies, carrying out the data collection, the SERVQUAL model was used as part of the survey that focused on customer satisfaction, having a reliability of Cronbach's Alpha of 0.931. In this way the internal and external situation was analyzed through the tools of the strategic model, obtaining the EFE (2.95) and EFI (2.51) matrices, which analyzed the company, placing it in the "aggressive" quadrant, indicating an excellent strategic position with solid strength, having a competitive advantage in the sector. It is concluded that the strategic model positively improves customer satisfaction in the company.