Impacto de la calidad de los servicios sobre la satisfacción de los clientes en una empresa de mantenimiento

  • Agustín Mejías Acosta Universidad de Carabobo https://orcid.org/0000-0002-6887-1836
  • Elvis Godoy Durán Universidad de Carabobo
  • Rosana Piña Padilla Universidad de Carabobo
Palabras clave: Calidad de servicio, Satisfacción del Cliente, SERVQUAL

Resumen

El presente trabajo reporta los resultados de una investigación realizada en una empresa dedicada a la instalación, mantenimiento y reparación de sistemas de aires acondicionados en el Estado Carabobo – Venezuela, cuyo objetivo fue evaluar el impacto de la calidad del servicio en la satisfacción de sus clientes, utilizando un instrumento basado en el modelo SERVQUAL que considera la calidad del servicio, el índice ACSI que evalúa la satisfacción del cliente y el modelo KANO que determina distintos atributos que requiere el servicio. Se tomaron en cuenta 194 encuestas valoradas por los clientes en una escala tipo Likert. Previa determinación de la adecuación muestral, se identificaron mediante el Análisis de Factores, cuatro dimensiones: Capacidad de Respuesta, Seguridad, Confiabilidad y Empatía, y Aspectos Generales. Así mismo, se demostró la relación entre la calidad de servicio y la satisfacción del cliente en el caso en estudio.

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Publicado
2018-08-23
Cómo citar
Mejías Acosta, A., Godoy Durán, E., & Piña Padilla, R. (2018). Impacto de la calidad de los servicios sobre la satisfacción de los clientes en una empresa de mantenimiento. Revista Científica Compendium, 21(40). Recuperado a partir de https://revistas.ucla.edu.ve/index.php/Compendium/article/view/1656
Sección
Investigación