Record Details

Analysis and Quality Assessment on the Service Customer Case: University Insurgents

Asian Journal of Business and Management

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Field Value
 
Title Analysis and Quality Assessment on the Service Customer Case: University Insurgents
 
Creator Torres, Arturo González
Quiroz, Claudia Pereyra
Olvera, Tonantzi García
Laguna, Jacqueline Villar
Hernández, Carlos Boker
Palacios, Luis F. García
Sánchez, Cynthia Castillo
Ojinaga, Eduardo Poblano
 
Subject SERVQUAL
Service Quality
Scale SERVQUAL
Customer Service.
 
Description Today's "quality" is applicable to various areas, quality education, quality in the industry, and therefore, cannot fail to mention the quality of service, the latter being the basis for any business and important indicator of success or failure in organizations. The objective was to evaluate the quality of service provided by the University Insurgentes Campus Tláhuac through the SERVQUAL methodology (quality of service) the results obtained show an overall percentage of 84.55% satisfaction with Quality Level Indicator of 16.85, although the overall service meets customer satisfaction (students), the specific analysis of each dimension (reliability, tangibility, empathy, safety and responsibility) will be the guideline for improvement actions in each work area that increase the level of service quality. 
 
Publisher Asian Online Journals
 
Date 2014-04-13
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier https://ajouronline.com/index.php/AJBM/article/view/985
 
Source Asian Journal of Business and Management; Vol. 2 No. 2 (2014): April 2014
2321-2802
 
Language eng
 
Relation https://ajouronline.com/index.php/AJBM/article/view/985/556