Análisis del nivel de satisfacción del cliente externo e interno vs. el nivel de conformidad del sistema de gestión de calidad según la norma ISO 9001:2015, en la empresa AG Construcciones Cía. Ltda. ciudad Cuenca, año 2023

Abstract

Abstract: Both the internal and external customer play an essential role in the success of the company. Under this background, the analysis of the level of satisfaction of the external and internal customer vs. the level of conformity of the Quality Management System according to the ISO 9001:2015 standard, in the company AG Construcciones Cía. Ltda. Through a mixed methodology due to the balance of qualitative and quantitative resources, two types of questionnaires were applied to measure internal and external customer satisfaction, and the use of the check list to establish the level of compliance of the SGC. The results obtained allowed us to determine that the level of satisfaction of the internal client is 51%, the margin of satisfaction of the external client is 98% and the level of satisfaction in accordance with the Quality Management System Standard ISO 9001:2015 is of 89% Therefore, an improvement proposal is made to increase these levels to achieve 100% satisfaction.