Medición de la Calidad del Servicio Propia Percibida por el Cliente en ETECSA de Encrucijada
Archivos
Fecha
2010-06-25
Autores
López Collado, Elier
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Central “Marta Abreu” de Las Villas
Resumen
El presente trabajo se desarrolló en ETECSA de Encrucijada y tiene como objetivo general
medir la calidad del servicio propia percibida por el cliente en dicha institución. Para dar
cumplimiento a este objetivo la investigación se estructura en tres capítulos. En el primer
capítulo se aborda el marco teórico conceptual en relación al marketing y la calidad de servicio
percibida. El segundo capítulo trata el marco metodológico en relación a la calidad de servicio
percibida en el sector servicio y para el servicio propia para lo cual se desarrolla una amplia
revisión bibliográfica. En el capítulo tres se mide la calidad del servicio propia que percibe el
cliente mediante la aplicación de la escala de medida ServProp III al caso objeto de estudio
práctico para lo cual se aplican técnicas cualitativas y cuantitativas de investigación y técnicas
matemáticas y estadísticas.
The present work was developed in ETECSA of Encrucijada and has as general objective to measure the quality of the own service perceived by the client in this institution. To give execution to this objective the investigation it is structured in three chapters. In the first chapter the conceptual theoretical mark is approached in relation to the marketing and the perceived quality of service. The second chapter treats the methodological mark in relation to the quality of service perceived in the sector service and for the own service for that which a wide bibliographical revision is developed. In the chapter three the quality of the own service is measured that the client perceives by means of the application of the scale of having measured ServProp III to the case object of practical study for that which are applied technical qualitative and quantitative of investigation and mathematical and statistical techniques.
The present work was developed in ETECSA of Encrucijada and has as general objective to measure the quality of the own service perceived by the client in this institution. To give execution to this objective the investigation it is structured in three chapters. In the first chapter the conceptual theoretical mark is approached in relation to the marketing and the perceived quality of service. The second chapter treats the methodological mark in relation to the quality of service perceived in the sector service and for the own service for that which a wide bibliographical revision is developed. In the chapter three the quality of the own service is measured that the client perceives by means of the application of the scale of having measured ServProp III to the case object of practical study for that which are applied technical qualitative and quantitative of investigation and mathematical and statistical techniques.
Descripción
Palabras clave
Economía, Calidad, Servicios, ETECSA, Encrucijada