Desarrollo del Modelo Servqual para la medición de la calidad del servicio en la empresa de publicidad Ayuda Experto
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En el presente trabajo se realiza la medición de la calidad del servicio de la empresa de publicidad Ayuda Experto, utilizando la herramienta Servqual. El Modelo Servqual, mide la calidad del servicio, mediante las expectativas y percepciones de los clientes, en base a cinco dimensiones, que son; dimensión de fiabilidad, sensibilidad, seguridad, empatía, y elementos tangibles. Mediante la investigación se pretende analizar el problema principal que es el desconocimiento del nivel de calidad del servicio de Ayuda Experto, y cumplir con los objetivos establecidos.
This paper will provide the measurement of the service quality of the "Ayuda Experto" publicity company, utilizing the Servqual tool. The Servqual model, measures the quality of the service, through the expectations and perceptions of the client, based on 5 dimensions which are: the dimension of reliability, sensitivity, assurance, empathy and tangible elements. The investigation is intended to analyze the main problem that is the unawareness ofthe level ofthe service quality of "Ayuda Experto" and to fulfill the established goals.
This paper will provide the measurement of the service quality of the "Ayuda Experto" publicity company, utilizing the Servqual tool. The Servqual model, measures the quality of the service, through the expectations and perceptions of the client, based on 5 dimensions which are: the dimension of reliability, sensitivity, assurance, empathy and tangible elements. The investigation is intended to analyze the main problem that is the unawareness ofthe level ofthe service quality of "Ayuda Experto" and to fulfill the established goals.
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No. 34