Quality Management System (ISO 9001:2015) to Improve Customer Satisfaction in a Beauty Salon: Evidence from Montalvo Salon & Spa - San Miguel (#238)

Authors

Choy Pun, Augusto Carlos

Lugo Muñoz, Yuli Patricia

Ccasa Aquiz, Zarai

Paucar Cruz, Ashley

Villa Fernández, Percy Jhair

Huaranga Calixto, Diana

Abstract

This proceedings paper reframes an applied study that designs and implements a Quality Management System (QMS) aligned with ISO 9001:2015 at Montalvo Salon & Spa – San Miguel. The study addresses inconsistent service outputs and gaps in training, documentation, and monitoring. Using SERVQUAL and a Customer Satisfaction Index (CSI) together with internal process reviews, the largest expectation–perception gaps were found in responsiveness and empathy, revealing opportunities for process standardization and competency management. The proposed QMS follows four phases: (i) diagnosis and gap analysis; (ii) process design and documentation with risk‑based thinking; (iii) capacity building; and (iv) performance evaluation through KPIs, internal audits, and management review. The approach connects with environmental and occupational aspects via ISO 14001 and ISO 45001 to ensure safe, hygienic operations. Expected outcomes include higher satisfaction scores, fewer nonconformities and complaints, and a stronger culture of continuous improvement under PDCA. The contribution is a replicable blueprint for high‑contact services in emerging markets