Strategic Management for Service Quality in an SME of the Commercial Sector

Authors

Florian Castillo, Odar

Montero Moscol, Abraham

Nontol Rodas, Alexis Gianfranco

Suarez Torres, Betty

Abstract

The objective of this research is to design a strategic management model for the service quality in the SME of the commercial sector of Trujillo 2021, the research uses a non-experimental design, to execute the data collection instruments, the SERVIQUAL model was used as part of the survey aligned to the variable referred to as quality of service, analyzing the internal and external situation through the crossed SWOT matrix, which facilitates relating and defining strategies suitable for improving and reinforcing opportunities, which resulted in a result of 9 strategies. However, the results obtained from the EFI (2.59) and EFE (2.39) matrices show a location in cell V of the proposed matrix with an average of (2.49), the processes involved with Strategic Management were also identified, estimating the indicators of strategic management and, finally, determine the social and environmental impact, concluding that it is necessary to implement market penetration strategies, therefore the importance of considering all these tools as part of the strategic planning that the company must comply with for its full development. within the market it is in, thus becoming more competitive and sustainable over the years.