Customer Service Quality Assessment within the Industrial Corporation Applying the Servqual Tool
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.
P33 - P41
2nd International Congress of Engineering
Ríos Romero Vianey