Determinants of Customer Satisfaction and Its Relationship with Perceived Quality in the Furniture Sector
DOI:
https://doi.org/10.29105/vtga12.1-1264Keywords:
Service quality, Customer satisfaction, Furniture storeAbstract
This study aims to evaluate customer satisfaction at the AJ furniture store to identify areas for improvement that would contribute to optimizing its performance and competitiveness. A quantitative approach with a descriptive design and non-experimental research was used. The sample consisted of 52 current and potential customers selected through non-probability convenience sampling. Surveys were administered using a five-point Likert scale to measure five key dimensions: customer satisfaction, product quality, delivery times, online service, and payment options. The results indicated that 87% of customers rated the service as adequate or excellent, highlighting product quality (90%) and the functionality of the online service (91%). However, areas for improvement were identified in delivery times (84%) and payment options (63%), where customers expressed interest in financing alternatives. Strategies such as improving logistics, offering new payment options, and strengthening customer service through training are suggested. In conclusion, although AJ Furniture has a solid foundation of customer satisfaction, optimizing key processes could increase loyalty and business profitability.
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Copyright (c) 2026 Iván Guillermo González Palomo, Azucena Minerva García León, Carolina Solís Peña
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