Impacto de la pandemia de Covid-19 en la satisfacción de los consumidores de las empresas comerciales de la ciudad de Machala.

Abstract

The objective of this integrative project was to evaluate the level of consumer satisfaction in order to determine the performance of commercial companies in a pandemic scenario. To achieve this, the analytical method was used to understand the behavior of customers in relation to the quality of care provided during the time of crisis, and the quantitative method was also used to conduct a study of the inhabitants of the city of Machala to determine the performance of the companies. In short, most of the consumers who satisfy their needs are generation X and millennials who have completed their secondary and higher education, in this way the contribution of the SERVQUAL model allowed to verify that there is a good acceptance regarding the dimensions of tangibility, security and empathy, while there are shortcomings in the reliability and responsiveness affecting the decrease in the quality of service, therefore the Likert scale detected that there is a deficiency in the qualities of employees to provide a good service that meets their expectations regarding time and doubts, considering that the pandemic did not affect consumer satisfaction.