Medir la calidad percibida del servicio ofertado por el establecimiento Ceviche Express Delivery de la ciudad de Loja durante el año 2016 como factor clave para la mejora continua.

Abstract

The present investigation aims to measure the quality of the service offered by the company Ceviche Express Delivery in the city of Loja, for which a market study was carried out, carried out by means of surveys, taking as reference the clients of said company, thus determining: The consumer profile, the level of customer satisfaction and the company's shortcomings. With the results obtained, a SWOT analysis is carried out, a matrix for identifying areas for improvement and a cause-effect diagram for developing a future improvement plan, implementing strategies, tools and mechanisms to increase strengths and reduce weaknesses, Since offering a quality product or service can become an excellent competitive market strategy for an organization, achieving position in the minds of consumers and thus attract new customers.