Quasi-Experimental Analysis of Customer Satisfaction to Determine the Competitiveness of the Company

Abstract

In this paper results of a quasi-experimental investigation on customer satisfaction are presented; quality was a nuclear indicator to determine real business competitiveness. Although subjective, it is clear that there are standards that guarantee that the product is indeed of quality; and it can certainly be a competition factor for companies, since the quality can help to reduce costs, to give presence and permanence in the market, and to generate jobs. Even though it is the user who receives the quality of the product or service, it is the businessman who must foment it. Thus, an instrument was designed to identify the level of knowledge on customer satisfaction and its impact on the competitiveness of the enterprise. The target population was the owners of 10 small and medium enterprises in Valle de Chalco, State of Mexico, selected at random. These businessmen answered a previously validated Likert questionnaire, with a 95% reliability level, which corresponds to an alpha Cronbach of 0.978. In addition, a field investigation was carried out. The results allow verifying the validity of the relation between the variables: indicators of the lack of knowledge of the businessmen on the incidence of the satisfaction of the client in the competitiveness of the enterprise were obtained. This constitutes an obstacle of managerial growth in the zone.