Las dimensiones del modelo SERVQUAL en la satisfacción del cliente de la empresa CLOUDSTUDIO Cia. Ltda. en la ciudad de Quito
The SERVQUAL methodology has been used to build service quality assessment instruments in a large number of countries, in public and private organizations, as well as in different services. The objective of this study was to evaluate the dimensions of the Servqual model in customer satisfaction of t...
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| Format: | bachelorThesis |
| Idioma: | spa |
| Publicat: |
2021
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| Matèries: | |
| Accés en línia: | http://dspace.unach.edu.ec/handle/51000/7432 |
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Afegir etiqueta | Sumari: | The SERVQUAL methodology has been used to build service quality assessment instruments in a large number of countries, in public and private organizations, as well as in different services. The objective of this study was to evaluate the dimensions of the Servqual model in customer satisfaction of the company CloudStudio CÍA. LTDA. in the city of Quito. The instrument applied was the questionnaire that consisted of 22 items, distributed in two parts, one corresponding to "expectations" and the other corresponding to "perceptions", in a descriptive study, validated with a Cronbach's alpha. For the elaboration of the instrument with the SERVQUAL methodology, the five proposed dimensions were taken into account: tangibility, reliability, responsiveness, security and empathy. The instrument reported classifiable validity as excellent in agreement (George and Mallery criteria) with a Cronbach's alpha value of 0.890 for the first part of the instrument corresponding to "expectations" and the second part corresponding to "perceptions" with 0.854. Derived from the evaluation through factor analysis and the high indices obtained with the Cronbach's alpha index, both parts of the instrument remained unchanged. The reliability, validity, and applicability of the instrument met |
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