Experiencia del cliente con base en la optimización de procesos en PYMES Azogues – Ecuador. Universidad Católica de Cuenca

Abstract

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