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https://orcid.org/0000-0001-9367-4861
El presente artículo tiene como objetivo medir el impacto de la implementación de un modelo de gestión de calidad para mejorar la satisfacción del cliente interno en el Área de Atención al Cliente y Servicio de la Empresa Municipal de Agua Potable Y Alcantarillado del cantón Santo Domingo-Ecuador (EPMAPA SD) con el modelo SERVQUAL, por medio de un enfoque mixto, no experimental, de diseño explicativo y transversal, se realizó un diagnóstico en el análisis de la calidad percibida en los servicios para evaluar la satisfacción del cliente interno con respecto a la calidad de los servicios ofrecidos, se empleó a la totalidad de los integrantes de la Subgerencia Comercia, dentro del principal hallazgo se pudo destacar el incremento del 61.6 % al 76,2% de satisfacción del cliente interno, sin embargo, el impacto esperado era alcanzar el 80% después de implementar la gestión de calidad, aunque las brechas siguen existiendo, son menos profundas, lo cual refleja una mejora en la calidad del servicio percibido. Por lo que, se concluye que, la implementación de un Sistema de Gestión de Calidad basado en el Ciclo Deming (PDCA) no solo mejora la eficiencia operativa, sino que actúa como catalizador del bienestar laboral y la satisfacción del cliente interno
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