Evaluación de la calidad del servicio en el local de ventas de la empresa Comercial Guerra, Guayaquil 2018
Fecha
2018
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
La calidad del servicio es un componente crítico en la percepción del cliente sobre el servicio.
Los clientes perciben los servicios en términos de su calidad y cuán satisfechos están en general
con sus experiencias. Por lo tanto, la investigación sobre la calidad del servicio de la empresa
“Comercial Guerra”, se realizará a partir de la aplicación del modelo SERVPERF que evalúa
la satisfacción de los clientes a partir de la identificación de las percepciones del uso del
servicio. Como metodología se utilizó la investigación exploratoria – descriptiva con una
encuesta de 27 Ítems con valoración de escala de Likert. Se evaluaron 5 dimensiones de las
cuales el 66% y 81% de la muestra manifestó que no tiene una buena experiencia de compra
con respecto a la dimensión de aspecto físico e Interacción personal respectivamente. Se
concluyo que el 60% de la evaluación salió positiva y se recomendó que se mejora la
infraestructura y se capacite al personal.
The quality of the service is a critical component in the customer's perception of the service. Customers perceive services in terms of their quality and how satisfied they are in general with their experiences. Therefore, the research on the quality of service of the company "commercial war", will be realized from the application of the model SERVPERF that evaluates the satisfaction of the clients from the identification of the perceptions of the use of the service. As a methodology, exploratory-descriptive research was used with a survey of 27 items with Likert scale valuation. We assessed 5 dimensions of which 66% and 81% of the sample showed that it does not have a good buying experience with respect to the physical aspect dimension and personal interaction respectively. It was concluded that 60% of the evaluation came out positive and recommended that the infrastructure be improved, and staff trained.
The quality of the service is a critical component in the customer's perception of the service. Customers perceive services in terms of their quality and how satisfied they are in general with their experiences. Therefore, the research on the quality of service of the company "commercial war", will be realized from the application of the model SERVPERF that evaluates the satisfaction of the clients from the identification of the perceptions of the use of the service. As a methodology, exploratory-descriptive research was used with a survey of 27 items with Likert scale valuation. We assessed 5 dimensions of which 66% and 81% of the sample showed that it does not have a good buying experience with respect to the physical aspect dimension and personal interaction respectively. It was concluded that 60% of the evaluation came out positive and recommended that the infrastructure be improved, and staff trained.
Descripción
Palabras clave
ADMINISTRACIÓN, VENTAS, CLIENTE, SERVICIO