Customer satisfaction assessment for SOLVAC Consulting and Training
Abstract
The objective of this research was to evaluate customer satisfaction in the specific context of the B2B services offered by SOLVAC. In terms of research methodology, a non-experimental design was used, and a survey was conducted using the SERVQUAL model. The results and findings highlight the importance of customer satisfaction through the provision of high-quality services. In addition, it was identified that privacy and data protection have a significant effect on customer trust. Therefore, administrators should strengthen privacy policies to prevent the disclosure of data to third parties and thus protect their customers. In conclusion, the overall service quality index is positive (0.01), SOLVAC Consultoría y Capacitación should prioritize improving “Reliability” and “Responsiveness” to raise service quality.
Downloads
References
Ali, B. J., & Anwar, G. (2021). Self-Leadership Skills as Intangible Resources for Sustainable Competitive. Advanced Engineering Science, 46(1). https://n9.cl/ujn7x3
Andrade LAF, Salazar PEL, Leopoldino KDM, Montenegro CB. Primary health care quality assessment according to the level of satisfaction of elderly users. Rev Gaúcha Enferm. https://n9.cl/btnfq
Balladares, K., Vera, L., & González, V. (2018). Análisis de la calidad de servicio de las plataformas e-commerce: Amazon y mercado libre Ecuador, en la ciudad de Guayaquil, basado en el modelo Servqual (PhD Thesis), ESPOL. FCSH. https://n9.cl/xye2n
Bardales, E. L., & Caso, A. K. (2022). Gestión por procesos para la mejora continua en una empresa PYME de marketing digital B2B (Tesis de pregrado) Universidad Privada del Norte). Repositorio de la Universidad Privada del Norte.
Hexsel, H. T. (2018). Os efeitos da orientação para serviço, na cocriação e na avaliação on-line no setor hoteleiro. https://n9.cl/el1gb
Justavino, M., Gil, I., & Fuentes, M. (2020). Efectos de la sostenibilidad y del valor logístico en las relaciones entre empresas de transporte marítimo. Estudios Gerenciales, 36(157), 377-390. https://n9.cl/xm50a1
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SERV OR: A managerial measure of organizational service-orientation. Journal of retailing, 74(4), 455-489. https://n9.cl/t5hp5f
Milner, R., & Furnham, A. (2017). Measuring customer feedback, response, and satisfaction. Psychology, 8(3), 350-362. https://n9.cl/ovavk
Padilla, S. (2023). Marketing de servicios y su influencia en la fidelización de los consumidores en una compañía B2B, Piura,2022. https://n9.cl/6x7oyq
Sousa, C. (2015). A formação da percepção de valor para pequenos e médios consumidores B2B de serviços logísticos e suas consequências na intenção de recompra. https://n9.cl/nkd1ba
Vukotić, S., Aničić, J., & Vukotić, R. (2017). The importance of consulting in contemporary business management. Journal of process management and new technologies, 5(3). https://n9.cl/xd2dm6
Copyright (c) 2025 Maritza Geoconda Toscano-Velasco, Mario Marcelo Yancha-Villacis
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
CC BY-NC-SA : Esta licencia permite a los reutilizadores distribuir, remezclar, adaptar y construir sobre el material en cualquier medio o formato solo con fines no comerciales, y solo siempre y cuando se dé la atribución al creador. Si remezcla, adapta o construye sobre el material, debe licenciar el material modificado bajo términos idénticos.
OAI-PMH URL: https://cienciamatriarevista.org.ve/index.php/cm/oai
