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International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
nd
Special Issue of 2 International Congress of Engineering
For all of the above, Orgambídez and Almeida (2015) to achieve without assuming specific costs or risks.
point out that the study of the factors related to the Kotler (1997) points out that a service is any activity
quality of service has acquired special importance as a or benefit that one party offers to another; are
key competitiveness element, especially the role essentially intangible and do not give rise to
played by the contact employee. Gadotti and Franca ownership of anything. Its production may or may not
(2008) argue that quality assessment has always been be linked to a physical product. Lehtinen and
more complex for services than for products because Lehtinen (1982) argue that service quality occurs in
they are inherently heterogeneous, inseparable the interaction between a customer and the elements
between production and consumption, intangibility of the organization providing the service.
and perishability.
Müller (2001) mentions that a company is in balance
Gabriel (2003) points out that one of the most and is of high quality when it exceeds expectations of
important works about the quality of services is the customers, staff and shareholders. Requena and
"Service Profit Chain" (SPC) model, made by the Serrano (2007) point out that a high or low definition
authors Heskett, Sasser and Schlesinger based on the of quality of service depends on how consumers
analysis of successful service companies. This model perceive the total service, in the context of their
combines strategies for the creation of value of the expectations. Pizzo (2013) mentions that it is the habit
service through the satisfaction and loyalty of the developed and practiced by an organization to
clients and the satisfaction and productivity of the interpret the needs and expectations of its clients and
employees. consequently offer them an accessible, adequate,
agile, flexible, appreciable, useful, timely, safe and
Another model that has taken a lot of importance in reliable service, even under unforeseen situations or
measuring the quality of services is the SERVQUAL errors, in such a way that the client feels understood,
model, which is an instrument widely accepted by the attended and served personally, with dedication and
international scientific community that measures the efficiency, and surprised with greater value than
quality of service and summarizes the models expected, thus providing higher income and lower
mentioned above. This scale was designed by costs for the organization. The fundamental
researchers Parasuraman, Zeithaml and Berry in 1985 characteristics of services are: intangibility, non-
(Moreno and Coromoto, 2006), and has undergone differentiation between production and delivery, and
some changes and improvements, as well as been inseparability of production and consumption
revised and validated in Latin America by Michelsen (Parasuraman, Zeithaml and Berry, 1985). Cronin and
Consoulting, supported by the Latin American Taylor (1994) mention that the ServQual and Servperf
Institute of Quality in Services in 1992 (Morales, scales are tools designed to measure the quality of
2005). service.

Researchers have determined that when one compares Customer satisfaction is one of the fundamental
the general expectation of the user (also called client, results of providing a proper customer service. The
patient, beneficiary, etc.) with the perception of the importance of measuring the quality of service in a
service received from an organization, it is a measure company is very important today because in this study
of quality in the service, and The gap between the two you will be able to observe the perception that the
indicates the areas of opportunity for improvement customer has towards the products and / or services
(Morales, 2005). that the organizations offer. Likewise, companies that
are looking for ISO 9000 certification should
Importance of measuring the quality of services emphasize the importance of measuring their
customers, because the same standard marks that this
A service is defined as a type of economic good, it should be done. Quality and Management (2011)
constitutes what it calls the tertiary sector, everyone defines customer satisfaction as the result of the
who works and does not produce goods is supposed to comparison that inevitably takes place between the
produce services (Fisher and Navarro, 1994). Bon customer's previous expectations placed on the
(2008) argues that it is a means to deliver value to products and / or services and on the processes and
customers, facilitating the results that customers want image of the company, with respect to the perceived

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