Strategies and customer satisfaction: A correlational study in a multi-brand automotive organization in Chiclayo

Lorena Liseth Cubas Salazar (), Ricardo Zapata Lozada () and Percy Junior Castro Mejía ()

Edelweiss Applied Science and Technology, 2025, vol. 9, issue 3, 1052-1063

Abstract: In the research study, development skills and their correlation with user satisfaction were examined in a private multi-brand automotive organization in Chiclayo, with the objective of detecting the correlation of process course skills and compliance. Therefore, it was decided to resort to a basic correlational, non-experimental, cross-sectional, quantitative approach. The investigation focused on a private company, specifically its sales and after-sales divisions. The study was conducted in the warehouse area, involving 60 clients who purchased spare parts using sales receipts. We utilized a questionnaire as the tool and employed survey techniques. According to the conclusions obtained, it was determined that there is a considerable positive significant relationship (Rho=0.782) according to Spearman; therefore, the null hypothesis (H0) is rejected, and it is accepted that there is a relationship between the process strategies variables and the satisfaction of the clients of the private automotive company Interamericana Norte S.A.C - Chiclayo. Another important conclusion was regarding the information collected through the survey carried out with 20 questions asked; of the 53 clients surveyed, 37 are satisfied.

Keywords: Customer satisfaction; Customer service; Information; Organizational communication; Organizational strategies. (search for similar items in EconPapers)
Date: 2025
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