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Investigación administrativa

versão On-line ISSN 2448-7678versão impressa ISSN 1870-6614


PELAYO-MACIEL, Jorge  e  ORTIZ-VILLAVELAZQUEZ, Ninfa Veaney. Satisfaction in international logistics companies in Jalisco. Investig. adm. [online]. 2019, vol.48, n.123. ISSN 2448-7678.

Satisfaction is decisive for an international company decides the hiring of logistics services. Therefore, in the present investigation the objective is to identify the factors that affect the satisfaction of the client. A quantitative method is used through a factorial analysis and ordinary least squares. The results indicate that satisfaction depends on factors such as quality of service, loyalty and partially on information and communication technologies. The limitations presented by the work may be the willingness on the part of the respondents to respond to the measurement instrument. The findings are useful for companies that provide logistics services in terms of developing strategies focused on generating greater trust and, therefore, customer loyalty. The originality and relevance of the study are in the contributions of a model for decision making.

Palavras-chave : customer satisfaction; quality in the service; customer loyalty; logistics companies, Jalisco, Mexico.

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