CALIDAD DE SERVICIO, UNA VENTAJA COMPETITIVA PARA LAS EMPRESAS ECUATORIANAS.

Abstract

The quality of service and customer satisfaction in the organizations has become a prime aspect for the generation of competitive advantages within the markets. For this purpose, the present document aims to analyze, through a theoretical review, the main concepts oriented to the quality of service and consumer satisfaction that are applied in the main world markets. Previous studies are analyzed with the purpose of identifying characteristics or factors that can contribute to the ecuadorian organizations to generate differentiating competitive advantages for a sustained growth, within the main productive sectors of the country. Due to globalization, ecuadorian clients have been learning and increasing their level of demand in different markets of goods and services, which has allowed local entrepreneurial companies with good organizational policies in service quality to generate competitive advantages that help their growth and sustainability; arriving to conclude on the importance that an Integrated Quality System entails as a fundamental contribution for the organizations, by virtue of orienting their service towards the perceived satisfaction by the customer within the different markets.