Contribution to the continuous improvement of after-sales processes in small business

Abstract

According to Santos (2010) he say that customer loyalty is to measure, manage and create value and Furnell C. (2008) say that for a customer to be satisfied it has the consequence that they can buy more in the future, in our work the objective is to know the importance of satisfaction and loyalty, where companies in the restaurant business guarantee their point of view, comparing it with the opinion of the clients of Colonia Narvarte through a mixed investigation were it was an interview with the restaurateurs with a sample of 15 high-quality restaurants with a quantitative investigation and 1,924 inhabitants of the same neighborhood and that meets the characteristics that interest us and that is shown in this document where a confidence interval up to 95% and an error of 5% were expected and the results were very interesting where thanks to these results the companies before starting to implement a strategy, the should read this article so that they can implement either satisfaction or loyalty strategies in order to contribute to the continuous improvement of the processes of the companies so that they give an accurate follow-up to their clients.