Improvement, accessibility and expansion in sales points of EPA El Salvador

Abstract

The aim of the study was to analyze the importance of accessibility and expansion of Ferretería EPA El Salvador stores in customer satisfaction and loyalty towards the brand. A quantitative methodology was used, with a non-probabilistic convenience sampling of active customers who are familiar with the brand and have made purchases at any of the EPA El Salvador stores. The results show that the majority of customers perceive the brand as accessible and convenient due to the location of its stores, and that the accessibility and expansion of the stores have a significant influence on brand perception, customer satisfaction, and loyalty. It is concluded that EPA El Salvador should continue investing in the expansion of its stores, along with improving traffic and parking management, conducting regular customer satisfaction surveys and promoting accessibility information through various communication channels.