MODELO SERVQUAL COMO INSTRUMENTO DE EVALUACIÓN DE LA CALIDAD DEL SERVICIO AL CLIENTE, CANTÓN JIPIJAPA

MODELO SERVQUAL COMO INSTRUMENTO DE EVALUACIÓN DE LA CALIDAD

Abstract

ABSTRACT

The SERVQUAL model is one of the most widely used tools for measuring the quality of customer service and the Service Quality Index (ISC), which is the difference between expectations and customer sentiment, so this article It was carried out with the intention of having a clear notion of the perception of the quality of customer service provided in the businesses of the city of Jipijapa as opposed to its recipients. The study was carried out both on business owners (taking the active members of the Jipijapa Chamber of Commerce as a reference) and on city users, using methodologies such as; exploratory and descriptive, as well as the use of the survey as a data collection technique, to obtain the aforementioned information. Among the main results achieved, we have that there is a significant difference between the perception of the service provided by business owners with respect to the service received by customers, which were duly emphasized both in the discussion and in the conclusions and recommendations of the elaborated work.