Quality and digitization in the SMES of the sector commercial: impact and strategies

Abstract

This study examines the influence of digitalization on the perception of quality in SMEs in the commercial sector, highlighting its relevance in improving products and services through effective digital strategies. The objective of this article is to analyze how digitalization impacts the quality perceived by customers. An explanatory methodology with a quantitative approach was used, employing a questionnaire applied to a sample of 359 SMEs in the commercial sector. Aspects such as the implementation of digital strategies, technological integration, and quality processes were evaluated. The results revealed a positive correlation between the adoption of advanced technologies, such as artificial intelligence, and the perception of high quality. Additionally, most companies reported improvements in operational efficiency and service quality, underscoring the importance of training in digital technologies. However, challenges were identified, such as a lack of digital skills and high implementation costs. This analysis suggests that effective technological integration is crucial to improving customer satisfaction and market competitiveness.