Abstract

ROJAS-MARTINEZ, Claudia; NIEBLES-NUNEZ, William; PACHECO-RUIZ, Carlos  and  HERNANDEZ-PALMA, Hugo G.. Quality service as a key element of social responsibility in small and medium size enterprises. Inf. tecnol. [online]. 2020, vol.31, n.4, pp.221-232. ISSN 0718-0764.  http://dx.doi.org/10.4067/S0718-07642020000400221.

The present study focused on analyzing service quality as a key element to meet social responsibility in small and medium size enterprises (SMEs). The methodology was descriptive, not experimental, and field based. The population was 50 employees from 50 logistic sector SMEs. The data were collected with questionnaires with Likert alternatives with a reliability of 0.80 and 082. Pearson's method perceived correlation was of 0.025. This means that even if the quality of service is not optimal, they could fulfill their social responsibility. The data were tabulated with descriptive statistics through an efficient process in the quality of service. SMEs assume to fulfill their social responsibility since they offer an efficient and effective service to achieve their objectives. However, it is concluded that social responsibility depends at a very low level on the quality of service offered by SMEs.

Keywords : social responsibility; quality of service; customer needs; logistics sector; regulatory compliance.

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