Diagnóstico de la calidad de servicio al cliente de las empresas familiares: caso específico, empresa "El Gato”

Abstract

Currently the quality of service and customer care are closely related and play an important role in the development of a company. That is why this research focuses on making a diagnosis of the quality of service of family businesses: Specific case “Empresa El Gato” founded in 2008 located in the city of Guayaquil where it provides automotive service, which will be developed With the application of the Servqual model, which is characterized by being the most used when carrying out research regarding the quality of service, this model refers to 5 dimensions; tangible elements, safety, reliability, empathy and responsiveness. The questionnaire had 22 items relating each dimension of this model and was applied virtually to the 40 most recurring customers of the company's bases. The results obtained were shown in tables and graphs that allowed a better understanding of them, in turn it was possible to determine some shortcomings that exist in the quality of service. According to this, it was possible to conclude that the quality of service provided by the company according to customer expectations is good, but it could be improved with the implementation of the improvement plan developed in it. Through the proposed strategies, it will be possible to raise the expectations of the client, achieving greater confidence and security, improving the relationship between the client and the company, becoming more competitive.