Abstract

CEVALLOS ENRIQUEZ, Rodrigo Paúl; CARRENO VILLAVICENCIO, Dianexy Viviana; PENA VELEZ, Isaura Yanessa  and  PINARGOTE MONTENEGRO, Karen Gisela. EVALUATION OF QUALITY SERVICE: A STEP CLOSER TO OBJECTIVITY. Revista San Gregorio [online]. 2018, vol.1, n.28, pp.48-59. ISSN 2528-7907.

The quality of service is a key indicator for all kind of organizations, public and private, as it allows detecting opportunities for improvement based on the perception of customers. However, it is often seen as an ambiguous or subjective tool that implies difficulties in its measurement, analysis and interpretation. This research seeks to propose a more objective methodology to evaluate the quality of service, from the study of a practical case in a public institution of Ecuador (Civil Register of Manta city), for which a questionnaire based on the model SERVQUAL “Service Quality” was used as a starting point. With the results achieved, 2 groups of users with different behaviors were detected and, based on these differences, it was possible to identify a methodological proposal to evaluate the quality of the service that could generate more objective information.

Keywords : Quality and service; public service; public company; customer satisfaction.

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