Analyzing Customer Satisfaction and Responses through the Arthur Andersen Knowledge Management Model

The Case of the Ecuadorian Floriculture Industry

Authors

DOI:

https://doi.org/10.22451/3002.nbr2026.vol12.1.10119

Keywords:

Amaflor, Andersen, Florequisa, Knowledge Management, flowers, SPSS

Abstract

Through the application of Arthur Andersen KM model, surveys are carried out at the companies Florequisa and Flores del Amazonas S.A with the purpose of identifying and evaluating customer satisfaction with the service they offer. The analysis and interpretation of the data are based on a sample of 133 people. Applying SPSS statistics software, the results are tabulated, the Innovation variable covers 80% of interest by the clients. Through the study of Pearson correlations to the questions made analyzing their variables, it is concluded that in terms of "Communication and Processes" they perfectly comply with the selected model due to the results obtained with a coefficient of 1, which implies that the correlation remains stable. between variables.

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Author Biography

Josué David Freire Urresta, Universidad Politécnica Salesiana (UPS), Quito Ecuador

He is an Ecuadorian professional and researcher based in Quito, specializing in the fields of economics, administration, and business management. He holds a degree in Management and Leadership Engineering from the Universidad Politécnica Salesiana (UPS) and a Master’s degree in Business Administration, with graduate studies in the School of Legal and Social Sciences. In his professional practice, he conducts scientific, technical, and consulting activities in the province of Pichincha. His research focuses on corporate analysis and the application of organizational management models, with a particular emphasis on his work in implementing knowledge management models—such as the Arthur Andersen model—to evaluate customer satisfaction and service quality in strategic productive sectors in Ecuador, such as the flower industry.

References

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Capó-Vicedo, J., Tomás-Miquel, J. V., & Expósito-Langa, M. (2007). La gestión del conocimiento en la cadena de suministro: Análisis de la influencia del contexto organizativo. Información tecnológica, 18(1), 127-136.

Hernández, A., & Espitia, M. E. V. Gestión del Conocimiento. Diplomado en Análisis de la Información.

Izquierdo, A. C., & Hercules, M. R. (2001). La gestión del conocimiento: creando competitividad en la nueva economía. Nueva Economía y Empresa, 791, 77-91.

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Pérez Rodríguez, Y., & Coutín Domínguez, A. (2005). La gestión del conocimiento: un nuevo enfoque en la gestión empresarial. Acimed, 13(6), 0-0.

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Programas Utilizados: IBM SPSS Statistics Última versión, Microsoft Excel, Herramientas analíticas de Google Drive.

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Published

2026-06-25

How to Cite

Freire Urresta, J. D. (2026). Analyzing Customer Satisfaction and Responses through the Arthur Andersen Knowledge Management Model: The Case of the Ecuadorian Floriculture Industry. Newman Business Review, 12(1), 62–71. https://doi.org/10.22451/3002.nbr2026.vol12.1.10119

Issue

Vol. 12 No. 1 (2026): January - June

Section

Article

License

Copyright (c) 2026 Josué David Freire Urresta

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

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