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

EMPATHY

82.14 82.14 82.14

76.53 76.53

Pregunta 18 Pregunta 19Pregunta 19 Pregunta 20 Pregunta 21 Pregunta 22

F
Figure 4. Example of the results obtained for the empathy dimensionFigure 4. Example of the results obtained for the empathy dimensionigure 4. Example of the results obtained for the empathy dimension.

Conclusiones Acknowledgment

Although companies expect greater investment in Although companies expect greater investment in  Marrón Ramos Domingo Noé Marrón Ramos Domingo Noé for his advice on
customer service, only 38% of organizations view this customer service, only 38% of organizations view this the project.
area as a company-wide priority, while the rest wide priority, while the rest
consider it only a post-sale function (Forbes Mexico, sale function (Forbes Mexico,  Pliego Martínez Odette Alejandra Pliego Martínez Odette Alejandra for her advice
on the project.
2015).
 Ramírez Castillejo Rosa IselaRamírez Castillejo Rosa Isela for her advice on
The present research reached the general objective set. eneral objective set. the project.
It was possible to evaluate the quality of customer It was possible to evaluate the quality of customer
service within the Industrial Corporate by applying service within the Industrial Corporate by applying  Reyes Mérida César P.A. Reyes Mérida César P.A. for his advice on the
the SERVQUAL tool. project.
 Ramírez Castillejo GriseldaRamírez Castillejo Griselda for her advice on the
It is deduced using a 95% reliability and 55 error in It is deduced using a 95% reliability and 55 error in project.
the investigation, that the quality of the service is of the investigation, that the quality of the service is of
82.50%. 82.50%. Also Also the the understanding understanding of of the the
contextualization of service quality and the contextualization of service quality and the References
knowledge of the existing models to evaluate the knowledge of the existing models to evaluate the
quality of the service was achieved. 1) Aguilar, K.i E, Jáuregui, C. A. (2004)Aguilar, K.i E, Jáuregui, C. A. (2004). Trabajar
con actitud de servicio. México:México: Árbol Editorial
Recommendations
2) AITECO Consultores. (2016). El Modelo Consultores. (2016). El Modelo
S
With the results obtained in the present investigation, With the results obtained in the present investigation, SERVQUAL de Calidad de Servicio. AITECO ERVQUAL de Calidad de Servicio. AITECO
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the following is recommended: Consultores. Granada, España.onsultores. Granada, España.
3) Begazo Villanueva, J. D. (2006). ¿Cómo medimos Begazo Villanueva, J. D. (2006). ¿Cómo medimos
 For the empathy dimension, it is advisable to train For the empathy dimension, it is advisable to train
e
the organization's employees in customer service, the organization's employees in customer service, el servicio? Gestión en el Tercer Milenio. Revista l servicio? Gestión en el Tercer Milenio. Revista
de Investigación de la Facultad de Ciencias Investigación de la Facultad de Ciencias
as well as to train employees on topics such as as well as to train employees on topics such as de
motivation and communication strategies.motivation and communication strategies. Administrativas. Universidad Nacional Mayor de as. Universidad Nacional Mayor de
San Marcos. Lima. Perú.
 For the dimension of tangible elements, it isFor the dimension of tangible elements, it is
recommended to create an audit plan where each recommended to create an audit plan where each 4) Bolaños Rodríguez, E. (2012). Muestra y Bolaños Rodríguez, E. (2012). Muestra y
M
week an evaluation of the tangible elements is week an evaluation of the tangible elements is Muestreo. Asignatura: Estadística para el uestreo. Asignatura: Estadística para el
Desarrollo Tecnológico. Área Académica: Gestión esarrollo Tecnológico. Área Académica: Gestión
recorded; in addition, it proposes the creation of recorded; in addition, it proposes the creation of D
Tecnológica. Escuela Superior e Tizayuca. ecnológica. Escuela Superior e Tizayuca.
visual controls of modern and fresh appearance. In visual controls of modern and fresh appearance. In T
U
the medium term, an evaluation is recommended the medium term, an evaluation is recommended Universidad Autónoma de Hiniversidad Autónoma de Hidalgo.
using ergonomics to make future changes in the ics to make future changes in the 5) Bon (2008). Gestión de Servicios de TI basada en Bon (2008). Gestión de Servicios de TI basada en
distribution of furniture within the company.distribution of furniture within the company. I ITIL V3. Primera edición. Editorial del Gobierno TIL V3. Primera edición. Editorial del Gobierno
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B

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