Resumen

In this research work an improvement plan is made for the service offered in the company Almacén Plastiespumas. The research will be descriptive and exploratory, primary information is used such as field observation and the application of surveys, secondar y information is also used, such as books and articles that interpret other research work, measuring the satisfaction of the using the Servqual methodology, the root causes will be identified and analyzed, the quality of the service provided will be quantified and improvement strategies will be designed. This study is carried out because the company has presented problems regarding the decrease of sales and products in poor condition affecting the utility of the company; Although customer satisfaction gives us the possibility to know how the products and service of the company meet the expectations of the consumer; That is why the study of customer satisfaction allows us to know the voice, perspectives and needs of the client, in this way you can design processes that meet beyond the requirements of the consumer, also allows you to seek a positioning of a beneficial market for the company. After analyzing and centralizing all the information, a survey is applied to measure the quality of the service, once the survey is applied, a statistical analysis will be used to analyze the information; it will be identified according to the root causes, then an improvement plan will be designed with strategies focused on customer satisfaction through an AMFE analysis.