CASO DE ESTUDIO ANÁLISIS DE LAS DIMENSIONES DE LA CALIDAD DE LOS SERVICIOS QUE OFERTA EL NEGOCIO D´NURSE DEL CANTÓN TENA PROVINCIA DE NAPO.

Abstract

This study analyzes how customers perceive the quality of service at D’NURSE, a business in Tena Canton, Ecuador. The objective was to understand how customers view the relationship between product quality and the service they receive. To do so, surveys, interviews, and meetings with customers were used to evaluate aspects such as the physical location, staff attention, and speed in resolving problems. The results show that, although most customers have positive opinions, there are areas that can be improved, such as more personalized attention, better communication, and higher quality products. Positive aspects are also identified, such as compliance with technical standards and the potential for business growth, but also challenges, such as competition and high customer expectations. Actions are proposed such as training staff, using technology to improve service, creating more personalized experiences for customers, and collecting their opinions to continue improving service. These strategies seek to increase customer satisfaction and trust in the business.