Análisis del nivel de satisfacción del cliente externo e interno vs. el nivel de conformidad del Sistema de Gestión de Calidad según norma ISO 9001:2015, en la empresa LIFEWORLD S.A, ciudad Azogues, periodo 2022 - 2023

Abstract

Abstract: The present thesis has been raised as a general objective to analyze the level of satisfaction of the external and internal client vs. the level of conformity of the Quality Management System according to the ISO 9001: 2015 standard, in the company LIFEWORLD S.A, Azogues city, period 2022-2023. For this, conceptual aspects such as quality, quality management, ISO, customer concepts, satisfaction models, among others, have been taken into consideration. The methodological approach assumed by this study is descriptive, supported by documentary and field research, the data was extracted directly from the population. The sample corresponding to this study is 73 external clients with a confidence level of 95%, and 6 internal clients that determine 100% of the population. Among the results obtained, it is highlighted that there is low satisfaction of both internal and external customers, as well as a low rate of compliance with the aspects of the ISO 9001:2015 standard, only 31% compliance, triggering low customer satisfaction. customers, for which it is suggested to carry out an action plan on the aspects that the company does not comply with from the check list of the Quality Management System, so that, adopting the recommendations of the action plan, its processes can be renewed and achieve greater level of internal and external customer satisfaction.