Resumen

JORDAN VACA, Diego Mauricio; MOSTACERO LLERENA, Soledad Janet  y  JORDAN VACA, Jorge Enrique. Service Quality Improvement Based on Process Management in Construction Finishes Retail. Rev. Sci. [online]. 2025, vol.10, n.36, pp.183-205.  Epub 12-Ene-2026. ISSN 2542-2987.  https://doi.org/10.29394/scientific.issn.2542-2987.2025.10.36.9.183-205.

The deterioration of service quality in construction finishes retail generates detrimental effects such as customer loss, sales decrease, and reputational damage, evidencing the need to implement structured management systems. The objective was to determine the relationship between the process management system and service quality in construction finishes retail in Ambato, 2023. The methodology corresponded to basic, quantitative, correlational, cross-sectional, and non-experimental research. The population consisted of 49 employees from 12 retail stores, using a census sample. The instruments were questionnaire and checklist, analyzing data with descriptive statistics and Spearman's Rho correlation (α=0,05). Results revealed that 97,96% of participants perceived deficiencies in process management (65,31% regular, 32,65% deficient) and 86% rated service quality inadequately (53% regular, 33% poor). A very strong and significant correlation (r=0,798, p=0,023) was obtained between both variables. It is concluded that there is a direct, positive, and statistically significant relationship between the process management system and service quality, confirming that improvement in organizational processes translates proportionally into increases in perceived service quality.

Palabras clave : process management; service quality; construction industry; retail trade; Ecuador.

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