Incidencia de los procesos de distribución en la satisfacción de los clientes del sector de materiales para la construcción de la ciudad de Guayaquil.

Abstract

The Analysis of Incidence of the distribution processes in the satisfaction of the clients of the sector of materials for the construction of the city of Guayaquil focused on the existing problem of ignorance of how the logistical processes of this type of companies are handled in Guayaquil and how such activities influence B2B customer satisfaction. Through the exploration of conceptual, contextual and referential theories and foundations, the two study variables were deepened, reviewing from the general theory of systems, distribution and logistics system theories, to theories of satisfaction, dissonance, contrast, among others, that provided further context and understanding to the study. The methodology was based on a non-experimental design, with a quantitative approach, in addition to a correlational and descriptive scope, with a study sample of 306 managers of construction companies in Guayaquil to obtain correlation data of the variables, culminating in the use of the survey. as a data collection tool and the Pearson correlational index as an instrument for analyzing the study variables: distribution and satisfaction; the use of this instrument made it possible to identify a Pearson correlation index of 0.916, which implies a high correlation between the variables. Finally, strategies were proposed to improve customer satisfaction, such as identification of customer preferences, implementation of multi-channel support, and improvement of channels and forms of communication, with clear and precise protocols and ways to proficiently solve eventual problems.