Identificación de las variables que inciden en la percepción de un servicio de calidad

Abstract

The following research explores the variables that affect the service level perception in a services company in the city of Cali, through the use of an exploratory model. By adapting the questionnaires proposed by the SERVQUAL methodology, the project was able to identify not only the service levels that were actually received but also their expectations, leading to the identification of gaps between expectations and perceptions. Clearly, the lack of synchronization between a service provider and a client can distance their relationship, translating itself into time consuming and redundant activities as well as ineffective activities that don’t solve the real customer needs. Finally, the study presents a concrete action plan that ensures the alignment of the service level effort from the service provider to the client’s needs.