Impacto en la satisfacción del cliente interno en la implementación de gestión de calidad

The present article aims to measure the impact of implementing a quality management model to improve internal customer satisfaction in the Customer Service Area of the Municipal Drinking Water and Sewerage Company of Santo Domingo, Ecuador (EPMAPA SD), using the SERVQUAL model. Through a mixed methods, non-experimental, explanatory, and cross-sectional design approach, a diagnostic analysis was conducted on perceived service quality to assess internal customer satisfaction with the services provided. The entire staff of the Commercial Sub-management was included in the study. One of the main findings highlighted an increase in internal customer satisfaction from 61.6% to 76.2%. However, the expected impact was to reach 80% following the implementation of the quality management system. Although gaps still exist, they are less significant, reflecting an improvement in the perceived quality of service. It is therefore concluded that the implementation of a Quality Management System based on the Deming Cycle (PDCA) not only enhances operational efficiency but also serves as a catalyst for employee well-being and internal customer satisfaction.