Quality Management and Customer Satisfaction in SMEs in the Textile Industry

The textile industry is an important sector in Peru, which thanks to the quality of its products, continues to be the preferred supplier for many countries. However, for some years its production has been decreasing, which has made it impossible to consolidate as a stable sector. The purpose of the research was to determine the influence of quality management on customer satisfaction in small and medium-sized enterprises within the textile sector of Lima-Perú. A quantitative methodology was used, of non-experimental design, correlational level and cross-sectional, with a sample of 259 clients. The instrument used was the questionnaire on a Likert scale for the 2 variables; with a reliability of 0.810 and 0.6, respectively. Among the results, it was detailed that there is a weak and significate correlation between quality management and customer satisfaction (r = 0.321, p ≤ 0.001). With regard to linear regression, it was determined that 8.9% of the leadership level explains customer satisfaction (β = 0.27, p = 0.01). In addition, 11.7% of the level of worker participation explains customer satisfaction (β = 0.344, p = 0.001). This research provides a clear contribution by filling the gap due to the evident lack of research aimed at evaluating the implementation of these variables in developing countries, especially in Latin America and specifically in Perú.