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InternationalInternational Journal of Trend in Scientific Scientific

ResearchResearch and Development (IJTSRD)
nd
2 International Congress of EngineeringInternational Congress of Engineering

ISSN No: 2456 ISSN No: 2456 - 6470 | www.ijtsrd.com | Special Issue Special Issue Publication

Customer service quality assessment within the industrial corporation ustomer service quality assessment within the industrial corporation ustomer service quality assessment within the industrial corporation

applying the servqual toolapplying the servqual tool

1
1
1 Ríos Romero Vianey, Mendoza Montero Fátima Y., Mendoza Montero Fátima Y., Ávila Pérez Tagle Alfonso, Ávila Pérez Tagle Alfonso,
2
1 Medina Molina Yearim, Medina Molina Yearim, González Torres Arturo

1 Tecnológico Nacional de MéxicoTecnológico Nacional de México 2 Tecnológico Nacional de Méxicoecnológico Nacional de México
T
Instituto Tecnológico de Milpa AltaInstituto Tecnológico de Milpa Alta I Instituto Tecnológico de Tláhuac IInstituto Tecnológico de Tláhuac II

ABSTRACT

In the present investigation we show the results In the present investigation we show the results widely discussed since. Quintanilla intanilla (2002) argues that
obtained from a study carried out in an industrial obtained from a study carried out in an industrial from this perspective, the quality of service and the from this perspective, the quality of service and the
corporation located in Mexico City with respect to corporation located in Mexico City with respect to satisfaction of users is one of the main areas of study satisfaction of users is one of the main areas of study
quality in the service. A 95% reliability and 5% error ability and 5% error of the behavior of consumers and users, since the of the behavior of consumers and users, since the
were used in the study. The SERVQUAL tool was were used in the study. The SERVQUAL tool was performance of service organizations is valued by the performance of service organizations is valued by the
used for the analysis. The results obtained in the used for the analysis. The results obtained in the own people who buy and / or use these consumer o buy and / or use these consumer
research were that the reliability dimension had 85%, research were that the reliability dimension had 85%, goods and / or services, therefore studies of the goods and / or services, therefore studies of the
the response capacity obtained 85%, the security the response capacity obtained 85%, the security quality of service and consumer and user satisfaction, quality of service and consumer and user satisfaction,
achieved 82.5%, the empathy achieved 80% and the d 80% and the have in common the importance of the point of view have in common the importance of the point of view
tangible elements reached 80%. The overall average tangible elements reached 80%. The overall average of customers when valuing the product and the service of customers when valuing the product and the service
quality of service was 82.50%. provided by the organization itself, to perform an the organization itself, to perform an
adequate quality management is necessary to know dequate quality management is necessary to know
a
Keywords: Quality of service, Servqual, reliability.Quality of service, Servqual, reliability. what people are looking for in their consumption hat people are looking for in their consumption
w
activities. Moliner, Carrasco, MartínezMoliner, Carrasco, Martínez-Tur and Marzo
INTRODUCTION
( (2004) point out that several studies show that the 2004) point out that several studies show that the
All kinds of companies have increased their All kinds of companies have increased their interest in perception of a low quality service by the customer is a low quality service by the customer is
one of the main reasons for the change to another of the main reasons for the change to another
improving customer loyalty. The results of several improving customer loyalty. The results of several one
c
field studies show that customers loyal to a particular field studies show that customers loyal to a particular company of the competition. Begazo (2006) mentions ompany of the competition. Begazo (2006) mentions
brand or company are much more profitable to the brand or company are much more profitable to the t that achieving full customer satisfaction is one of the hat achieving full customer satisfaction is one of the
most important objectives of any company. ost important objectives of any company.
company than to create other customers (Schneider, company than to create other customers (Schneider, m
1998). A good service will always seek to listen to the k to listen to the Continuing with the ideas of the same author, the the ideas of the same author, the
benefits of achieving are as follows:nefits of achieving are as follows:
customer to be able to keep them and that they keep customer to be able to keep them and that they keep be
buying in the company, in other words, to make them buying in the company, in other words, to make them  A satisfied customer re-purchases.purchases.
loyal to the company. Also, a good service, has as loyal to the company. Also, a good service, has as
quality its quality of it. Quality of service is defined as quality its quality of it. Quality of service is defined as  A satisfied customer communicates all of their A satisfied customer communicates all of their
positive experiences with a product or service.itive experiences with a product or service.
the perception of the customer about the service customer about the service pos
received (Zeithaml and Bitner, 2000).  A satisfied customer leaves out the competitionA satisfied customer leaves out the competition.

Lancaster (1995) argues that the subject of evaluation Lancaster (1995) argues that the subject of evaluation  A fully satisfied tourist is willing to return and, A fully satisfied tourist is willing to return and,
begins to be addressed in the 1960s and begins with begins to be addressed in the 1960s and begins with above all, to pay more.
studies related to the evaluation of collections, a field studies related to the evaluation of collections, a field

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