Aim:

To evaluate the quality of the service rendered by bonded warehouses at Manzanillo Harbor, Colima Mexico, using the Servqual method, and to suggest improvement actions.

Methods and techniques:

The study type used was descriptive-correlational. A 22-item questionnaire based on a five-point Likert scale was applied to 100 customs agencies in Manzanillo Harbor, with 95 % confidence level, and 5 % permissible error. The Goodman and Kruskal gamma statistics were used to know the association level of factors in relation with the quality of service.

Main results:

The factors with the highest level of association were safety (0.783), visible tangible elements (0.639), and certain positive relationship level reliability (0.589), and empathy (0.559). Factors safety and visible tangible elements were high in the determination of service quality.

Conclusions:

The bonded warehouses should direct their strategies to the solution of problems that might block service quality, which may be related to sensitivity, empathy, and reliability as a result of their moderate level in the determination of quality, depending on the perception of customs agencies through their representatives. Continuous improvement strategies should be implemented in relation to the least satisfied items, such as time and speed of service offered, and in aspects like confidence conveyed by employees, the promptness of their service, and personal care, which can be corroborated in factors safety and visible tangible elements.

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