Incidence of the Kano model in the profitability of the Mypes of the city of Huancayo

Abstract

According to the 2015 Business Structure of INEI, up to December 31, 2015 in our country, there are 2,042,992 business units, of which the micro and small represents 94.6 % and 4.4 % respectively and together Mype constitutes 99.0 % of total companies; while the rate of growth and death is 12.3 % and 8.0 % respectively and our City of Huancayo has these same characteristics.

So, regarding its market validity, studying the kano model of customer satisfaction is considered important, key aspect for success; for this reason this variable has been investigated, bearing in mind that satisfaction comes from the client who ultimately judges the product and / or service and makes his purchase decision.

For the study, the case method was used, the results of which allow us to infer the Mypes of the city of Huancayo in the food category and we consider that customer satisfaction is an element that every entrepreneur must privilege and guide their company to fase the topic; which has allowed us to test the hypothesis, reaching the conclusion of the moderate incidence of customer satisfaction in the profitability variable, because the profitability concept has other dimensions, apart from the level of sales, such as price, costs and tax among other, as referred by the Dupont system and that in the current context companies are concerned about sustaining their income levels and that these are translated into profitability.