Propuesta de mejora del grado de satisfacción de los clientes y de los procesos de servicios de inspección industrial e hidircarburífero: caso empresa Veripet Cia. Ltda

Abstract

The objective of this methodological proposal is to identify suitable and specific techniques to increase the sales of industrial and hydrocarbon services provided by the company Veripet. To Achieve this, it is essential to understand the current condition and relationship of this organization with its clients. To gain a more detailed understanding of the client-company relationship, it is proposed to develop an analysis of the level of customer satisfaction with the company`s services, using the SERVQUAL model. Based on the results obtained from applying this model, improvements in the service processes can be proposed. The SERVQUAL model involves surveys directed at clients, addressing questions than aim to assess their level of satisfaction with services received from Veripet. Once the surveys were completed, the results were tabulated and analyzed. These results were useful in proposing a well-consolidated and profitable Action Plan consisting of eleven items focused on short-term proposals. This Action Plan was delivered to the senior management of the company for their consideration, and they decide to implement 72.72% of the total Action Plan. Once the Action Plan was developed and implemented within the company, a second survey was conducted to assess its impact on customer satisfaction. To obtain this data, a statistical study called correlation analysis was conducted, which indicates whether the variable “customer satisfaction” changes as the variable “service process improvements” change. The formulation and execution of this methodological proposal helped confirm that it is indeed possible to increase customer satisfaction as the service processes improve. Therefore, it can be concluded that this correlation positively contributes to increased revenue for the Veripet services company.