Índice de Recomendación Net Promoter Score (NPS) en laboratorios de inyección a diésel del cantón Quevedo

Andrea Mariel Malavé-Gómez; Víctor Fabricio Moreno-Riquero; Cristhian Andrés Moreno-Riquero Víctor Fabricio; Sol David Lopezdominguez-Rivas

Authors

Malavé-Gómez Andrea Mariel Universidad Estatal de Milagro. Milagro, Ecuador. https://orcid.org/0009-0005-9847-7150
Moreno-Riquero Víctor Fabricio Universidad Estatal de Milagro. Milagro, Ecuador. https://orcid.org/0000-0002-1516-5823
Moreno-Riquero Cristhian Andrés Universidad Estatal de Milagro. Milagro, Ecuador. https://orcid.org/0000-0002-7207-0505
Lopezdominguez-Rivas Sol David Universidad de Guayaquil. Guayaquil, Ecuador. https://orcid.org/0000-0003-4951-9076

Keywords:

Customer satisfaction, Consumer loyalty, Service quality, Performance evaluation

Abstract

DOI: https://doi.org/10.46296/rc.v7i14.0303

The research had the general objective of determining the Net Promoter Score (NPS) index in diesel injection laboratories in the Quevedo canton, identifying the factors that influence customer satisfaction and loyalty. The problem addressed focused on the lack of quantitative information on customer perception regarding service quality, compliance with expectations and willingness to recommend, which affects the sustainability of the sector. A quantitative methodology based on structured surveys was used, with questions related to key dimensions of the NPS such as technical quality, response times, perception of value and customer service. The data was analyzed using descriptive and correlational statistics to identify patterns and areas for improvement. The results showed that speed of service and perception of cost were the best evaluated aspects, while staff empathy and problem resolution had low rates. The overall NPS showed a moderate position, but with ample opportunities for improvement in critical areas. It was concluded that, to improve loyalty, it is essential to optimize internal processes, train staff in soft skills and better communicate the added value of the service, thus strengthening the competitiveness and sustainability of the sector.

Keywords: Customer satisfaction, Consumer loyalty, Service quality, Performance evaluation.

Downloads

Download data is not yet available.

References

Agag, G., Durrani, B. A., Abdelmoety, Z. H., Daher, M. M., & Eid, R. (2024). Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture. Journal of Business Research, 170, 114303.

Alabi, O. A., Ajayi, F. A., Udeh, C. A., & Efunniyi, C. P. (2024). Data-driven employee engagement: A pathway to superior customer service. World Journal of Advanced Research and Reviews, 23(3).

Alnemeh, H., & Razouk, R. (2024). Enhancing the methods of customer behavior analysis to increase customer satisfaction. Case study: Syriatel Telecom Company. مجلة جامعة دمشق للعلوم الهندسية, 40(1). https://journal.damascusuniversity.edu.sy/index.php/engj/article/download/5022/2441

Amoah, A. (2024). Influence of Supply Chain Collaboration on Customer Satisfaction and Loyalty in Ghana. American Journal of Supply Chain Management, 8(1), 17-29.

Araujo, E., Javier, D., & Gamarra, D. (2024). Improving Customer Service Through the Use of Chatbot at Enma Spa Huancayo, Peru. En Á. Rocha, H. Adeli, G. Dzemyda, F. Moreira, & A. Poniszewska-Marańda (Eds.), Good Practices and New Perspectives in Information Systems and Technologies (Vol. 990, pp. 241-250). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-60328-0_23

Bettencourt, L. A., & Houston, M. B. (2024). The Untested Assumption: Can a Net Promoter Study Be Used to Improve Net Promoter Score? International Journal of Market Research, 66(2-3), 216-240. https://doi.org/10.1177/14707853231198780

Boceski, G., & Vrtanoski, G. (2024). MYSTERY SHOPPERS AND NET PROMOTER SCORE TOOLS FOR CUSTOMER SATISFACTION IMPROVEMENT. https://www.academia.edu/download/112694582/40.pdf

Dawes, J. G. (2024). The net promoter score: What should managers know? International Journal of Market Research, 66(2-3), 182-198. https://doi.org/10.1177/14707853231195003

Egwainiovo, A. P., & Mary, O. O. (2024). Service recovery and net promoter score in the transportation sector of Nigeria. International Journal of Management & Entrepreneurship Research, 6(4), 1326-1340.

Ekechi, C. C., Chukwurah, E. G., Oyeniyi, L. D., & Okeke, C. D. (2024). AI-infused chatbots for customer support: A cross-country evaluation of user satisfaction in the USA and the UK. International Journal of Management & Entrepreneurship Research, 6(4), 1259-1272.

Frans, S., Dominica, M. R. T. D., Lucky, I. K., Lilik, S., & Eva, Y. U. (2024). Application of the user centered design method to evaluate the relationship between user experience, user interface and customer satisfaction on banking mobile application. Jurnal Informasi Dan Teknologi, 6(1).

Izakova, N., Kapustina, L., & Drevalev, A. (2024). Social aspects of an electric grid company’s sustainable development. E3S Web of Conferences, 537, 02008. https://www.e3s-conferences.org/articles/e3sconf/abs/2024/67/e3sconf_sdea2024_02008/e3sconf_sdea2024_02008.html

Jaramillo, S., Deitz, G., Hansen, J. D., & Babakus, E. (2024). Taking the measure of net promoter score: An assessment of construct and predictive validity. International Journal of Market Research, 66(2-3), 278-302. https://doi.org/10.1177/14707853231213274

Kara, A., Spillan, J. E., & Bell, C. (2024). Efficacy of the Net Promoter Score in predicting online MBA students’ intentions to give back to their alma mater. Journal of Marketing Analytics, 12(2), 113-125. https://doi.org/10.1057/s41270-023-00280-0

Katragadda, V. (2024). Measuring ROI of AI Implementations in Customer Support: A Data-Driven Approach. Journal of Artificial Intelligence General science (JAIGS) ISSN: 3006-4023, 5(1), 133-140.

Kim, S., & Gruca, T. S. (2024). Net promoter score and future consumer behavior in the casino gaming industry. International Journal of Market Research, 66(2-3), 345-358. https://doi.org/10.1177/14707853231198777

Lacohee, H., Souchon, A., Dickenson, P., Krug, L., & Saffre, F. (2024). The Net Promoter Score interrogated through a services marketing lens: Review and recommendations for service organizations. International Journal of Market Research, 66(2-3), 241-260. https://doi.org/10.1177/14707853231218605

Maubisson, L., Mencarelli, R., & Rivière, A. (2024). An empirical study of the relationship between perceived value and the net promoter score: Application to specialized retail chains. International Journal of Market Research, 66(2-3), 321-344. https://doi.org/10.1177/14707853231219422

MoghadasNian, S., & Mojavezi, S. (2025). KPI-Driven Decision Making in Airport Services: Enhancing Operational Efficiency, Customer Satisfaction, and Sustainability. https://www.researchgate.net/profile/Seyyed-Moghadas-Nian/publication/378142722_KPI-Driven_Decision_Making_in_Airport_Services_Enhancing_Operational_Efficiency_Customer_Satisfaction_and_Sustainability/links/6660ac59b769e769191abe08/KPI-Driven-Decision-Making-in-Airport-Services-Enhancing-Operational-Efficiency-Customer-Satisfaction-and-Sustainability.pdf

Rane, J., Kaya, O., Mallick, S. K., & Rane, N. L. (2024). Enhancing customer satisfaction and loyalty in service quality through artificial intelligence, machine learning, internet of things, blockchain, big data, and ChatGPT. Generative Artificial Intelligence in Agriculture, Education, and Business, 84-141.

Rienecke, R. D., Blalock, D. V., Tallent, C. N., Duffy, A., & Mehler, P. S. (2024). Eating disorder virtual intensive outpatient program: Patient satisfaction according to age group. Eating Disorders, 32(5), 493-508. https://doi.org/10.1080/10640266.2024.2325296

Sanaei, F. (2024). How customers’ satisfaction change with the use of AR shopping application: A conceptuall model (arXiv:2401.10953). arXiv. https://doi.org/10.48550/arXiv.2401.10953

Schofield, I., & Jacklin, B. (2024). Client and employee engagement measures predict resignations of veterinary support staff: An analysis of UK companion animal practice data. Veterinary Record, 195(2), e4268. https://doi.org/10.1002/vetr.4268

Singh, S., & Gupta, R. (2023). Customer Feedback Analysis and Customer Complaint Management. En S. K. Yadav, R. Gupta, & S. Singh (Eds.), Clinical Laboratory Management (pp. 269-272). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-46420-1_47

Soklaridis, S., Geske, A. M., & Kummer, S. (2024). Key characteristics of perceived customer centricity in the passenger airline industry: A systematic literature review. Journal of the Air Transport Research Society, 100031.

Sudirjo, F., Mustafa, F., Osman, I., & Kusnadi, I. H. (2024). Analysis of The Effectiveness of Integrated Customer Relationship Management Strategy Implementation on Loyalty of National Logistics Company Customers. Jurnal Informasi dan Teknologi, 223-228.

Weinstein, A. (2024). In search of customer delight: Integrating customer satisfaction and NPS metrics. Applied Marketing Analytics, 9(4), 320-329.

Wu, Q.-Z., Lien, Y.-L., Tang, H.-H., & Lai, M. T. (2024). Enhancing Customer Loyalty in Pure Internet Banking: An Analysis of Experience and NPS Shifts Using S-O-R Theory. En M. Antona & C. Stephanidis (Eds.), Universal Access in Human-Computer Interaction (Vol. 14697, pp. 129-148). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-60881-0_9