Evaluación de la calidad de entrega a domicilio de productos línea dormitorio en la cadena de suministro como consecuencia del covid-19.

Abstract

At the national level, the economic impact caused by the covid-19 pandemic mainly affects Small and Medium Enterprises. Due to the pandemic, small businesses deliver the products to home. The evaluation of the quality of service is essential since it improves the performance of organizations, this is how customer satisfaction is directly related to the quality of service. The objective of this study was to evaluate the quality in the delivery of bedroom line products in the supply chain as a consequence of the covid-19 pandemic. As a study unit, the clients of a small company that sells home products for the home were sampled. The methodology of this research is quantitative because the perception and expectation of the client regarding the quality of service received was analyzed. The scope of the research was exploratory regarding the quality of delivery of bedroom line products. The tool used was the survey based on the SERVQUAL model. The results obtained allowed to obtain the dimension of the SERVQUAL survey with the greatest difference between the expectation and the perception of the client. In conclusion, the quality of service of bedroom line home products does not meet people's expectations.