Análisis de la calidad del servicio para el posicionamiento de las pymes dedicadas a la fabricación de textiles en el distrito metropolitano de Quito.

Abstract

This Master Thesis aims to analyze the quality of service as from the perspective of customers, managers and experts, identifying weaknesses to guide the practice of constant improvement that will underpin an adequate growth for companies engaged in the manufacture and marketing of clothing for children in the Metropolitan District of Quito, DMQ. The instruments allowed in this thesis identify current business conditions above, and the study of the sector based on theoretical guidelines found, leading to the investigation of the factors that determine the quality of service levels they must have to satisfy customers of PYME’s referred to in this research; to finally assess the effects of improving the quality of service, determining whether the improvement has been effective. The beneficiaries of this research will mainly partners, employees, suppliers and customers of PYME´s under study with a guide to improve their internal processes, allowing them achieve continuous improvement of quality of service levels, and achieve an effective positioning, generating loyalty and purchasing preference of your customers.