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Customer Service Quality Assessment within the Industrial Corporation Applying the Servqual Tool

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Customer Service Quality Assessment within the Industrial Corporation Applying the Servqual Tool

Ríos Romero Vianey

Ríos Romero Vianey "Customer Service Quality Assessment within the Industrial Corporation Applying the Servqual Tool" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Special Issue | 2nd International Congress of Engineering , October 2017, URL: http://www.ijtsrd.com/papers/ijtsrd5824.pdf

In the present investigation we show the results obtained from a study carried out in an industrial corporation located in Mexico City with respect to quality in the service. A 95% reliability and 5% error were used in the study. The SERVQUAL tool was used for the analysis. The results obtained in the research were that the reliability dimension had 85%, the response capacity obtained 85%, the security achieved 82.5%, the empathy achieved 80% and the tangible elements reached 80%. The overall average quality of service was 82.50%.

Quality of service, Servqual, reliability.


Special Issue | 2nd International Congress of Engineering , October 2017

2456-6470

IJTSRD5824