Evaluating customer satisfaction through performance auditing in commercial companies
Keywords:
Performance audit, quality control, strategic planning, evaluation, consumerAbstract
The research addresses how performance auditing can measure customer satisfaction at Comercializadora Maxiflash Cía. Ltda. in Macas, Ecuador. The central problem was the absence of systematic tools to evaluate this satisfaction. The objective was to design a methodology based on management auditing to evaluate internal processes. A mixed approach was applied, with descriptive-explanatory methods and quantitative and qualitative techniques, such as customer and employee surveys. The results revealed a positive perception of product quality and prices. Deficiencies were identified in the speed of service, internal communication and monitoring of indicators. The study determined that the management audit, under standards such as ISO 9001, makes it possible to identify areas for improvement, optimize resources, and strengthen the customer experience. It is concluded that its implementation facilitates strategic decision making and contributes to a more efficient, sustainable and customer-focused management in the commercial sector.
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