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International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456Scientific Research and Development (IJTSRD) ISSN: 2456Scientific Research and Development (IJTSRD) ISSN: 2456-6470
nd
Special Issue of Special Issue of 2 International Congress of Engineering

ANALYSIS OF THE RESULTSANALYSIS OF THE RESULTS

85.00 85.00

82.50 82.50

80.00 80.00

P
Fiabilidad Capacidad de Capacidad de Seguridad Empatía E. Tangibles Promedioromedio
Respuesta

Figure 2. Example of the analysis of the results.Figure 2. Example of the analysis of the results.

For the dimension of tangible elements, which is one of the lowest, the questions that had the lowest score with of tangible elements, which is one of the lowest, the questions that had the lowest score with of tangible elements, which is one of the lowest, the questions that had the lowest score with
t the representative sample of clients were question two and question four. Question two refers to whether the the representative sample of clients were question two and question four. Question two refers to whether the he representative sample of clients were question two and question four. Question two refers to whether the
physical facilities of the company look visually appphysical facilities of the company look visually appealing. While Question 4 has to do with whether the ealing. While Question 4 has to do with whether the
m
material elements of the business related to the service (brochures, statements, etc.) are visually appealingmaterial elements of the business related to the service (brochures, statements, etc.) are visually appealingaterial elements of the business related to the service (brochures, statements, etc.) are visually appealing.

TANGIBLE ELEMENTS

81.63 81.63

78.57
78.06

Pregunta 1 Pregunta 2 Pregunta 3 Pregunta 4

Figure 3. Example of the results obtained for the dimension of tangible elements.Figure 3. Example of the results obtained for the dimension of tangible elements.igure 3. Example of the results obtained for the dimension of tangible elements.
F
For the dimension of empathy, which is the other dimension with the lowest score, the questions that had the dimension of empathy, which is the other dimension with the lowest score, the questions that had the dimension of empathy, which is the other dimension with the lowest score, the questions that had the
l
lowest score with the representative sample of clients were question twenty and question twentylowest score with the representative sample of clients were question twenty and question twentyowest score with the representative sample of clients were question twenty and question twenty-two. Question
twenty refers to whether the company has empltwenty refers to whether the company has employees who offer personalized attention to their customers. While oyees who offer personalized attention to their customers. While
question twenty-two has to do with whether employees in the company understand the specific needs of their two has to do with whether employees in the company understand the specific needs of their two has to do with whether employees in the company understand the specific needs of their
customers.

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