Estudio de la calidad de servicio brindada por la Empresa Automotores San Lorenzo S.A.C. en la ciudad de Chiclayo, 2014

Content Provider	Semantic Scholar
Author	Enríquez, Erick Alcalde Oña, Jonathan Castañeda
Copyright Year	2016
Abstract	In the present study the perceptions and expectations of customers of the company Automotive San Lorenzo S.A.C. were evaluated using Servqual methodology the quality of service, where dimensions are used to achieve such measurement. It is also aimed to ensure that staff get a good quality of customer service and loyalty by reason of being beneficiaries of a company with comprehensive services and excellence. To reach the overall goal and to specific measurement model of SERVQUAL quality was used, with whom it was possible to have a diagnosis of results in terms of the measurement of how customers see the service and perform an analysis of each of the dimensions of the quality of service. It was concluded that the company Automotores San Lorenzo S.A.C. vs. an "enterprise of excellence" had its gaps, which the wide gap that has each of the dimensions identified, protruding dimension Empathy, Environment and Benefits, Care and Compliance with a weight above 30 points. Through this study, it was observed that the Servqual method remains useful in these times to measure the quality of service of a company, as long as it suits our reality.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://tesis.usat.edu.pe/bitstream/usat/678/1/TL_AlcaldeEnriquezErick_CastanedaOnaJonathan.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article