Sede Azogues - Ingeniería Empresarial

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Experiencia del cliente con base en la optimización de procesos en PYMES Azogues – Ecuador. Universidad Católica de Cuenca
(Universidad Católica de Cuenca., 2024) Mendieta Tello, Xavier Esteban; Mantilla Crespo, Xavier; 0301894408
This study explores how customer experience can influence process optimization within SMEs in Azogues. The research aims to identify the customer experience factors that impact process optimization. It employs a quantitative approach with an exploratory, descriptive, and correlational scope to determine relationships between the construct variables in the previously established sample. Additionally, a comprehensive review of existing literature was conducted through academic articles and prior research to gather vital information to support the study. Spearman's correlation confirmed a .532** relationship between the two variables: customer experience and process optimization. The investigation concludes that various factors such as service quality, effective communication, customer satisfaction, service personalization, and technology adoption play a crucial role in how companies can improve their internal operations and, in turn, enhance the customer experience. Keywords: customer experience, process optimization, quality