Quality of the service and its impact on customer loyalty - Cooperativa Comercio, Portoviejo

Abstract

The National Public Procurement Service (SERCOP) is the governing entity responsible for developing and managing the Official Public Procurement System of Ecuador, establishing policies and conditions for public procurement at the national level. The objective of this research is to analyze the processes of the public contracting system of the Manta vehicle company and its level of satisfaction with performance indicators. From a descriptive and non-experimental methodological point of view, this study is based on the survey instrument where they were executed by online software that allowed tabulation, analysis, showing statistical trends and inferences and showing the process of the real practice system. with its regulatory law. As sources of information, related databases such as Redalyc, Scielo, Dialnet were investigated; where results are identified that show contractors how they feel satisfied or dissatisfied with the current system. In addition, the National Public Procurement System showed that 73.68% of the vehicle maintenance service processes in the city of Manta were executed normally while 26.32% were canceled in 2022. This concluding that The flow processes of measures and policies constitute one of the most important activities carried out by administrations for the satisfaction of the public interest (transparency) and the realization of the purposes that are inherent to it.