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Sostenibilidad empresarial y medición de la satisfacción de la clientela en las Mipymes mexicanas

Year: 2026

Type: article

Abstract: This study analyzes the relationship between the implementation of business sustainability practices and the degree of formalization of customer satisfaction measurement mechanisms in Mexican micro, small and medium-sized enterprises (MSMEs). Using a quantitative approach, a questionnaire was administered to 61 firms, including indicators of business sustainability, customer satisfaction measurement, and structural variables such as economic sector and firm size. Data analysis was based on descriptive statistics, relational frequency analysis, and non-parametric Kruskal–Wallis tests. The results reveal a widespread declared adoption of sustainability practices, concentrated in high-frequency implementation categories, while customer satisfaction measurement shows different levels of systematization. No statistically significant differences were found according to economic sector. Overall, the findings suggest that business sustainability functions as a broadly shared normative framework, whereas customer satisfaction measurement represents a key domain of managerial professionalization in MSMEs.

Source: Revista del Centro de Investigación de la Universidad la Salle

Authors: Hernández Bonilla, Blanca Estela, Ramírez Cortés, Verónica, Sandoval Trujillo, Sendy Janet, Alzás García, Teresa

Institutions: Universidad Autónoma del Estado de México, Universidad de Extremadura

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: diamond

OpenAlex ID: W7217399482

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