Resumo

FEITO CESPON, Michel  e  MARTINEZ CURBELO, Gretel. EVALUATION OF THE QUALITY PERCEIVED IN THE SERVICES OF THE UEB NUMBER 16, INTEGRAL SERVICES CIENFUEGOS. Universidad y Sociedad [online]. 2019, vol.11, n.3, pp. 159-165.  Epub 01-Set-2019. ISSN 2218-3620.

The present investigation was developed with the objective of evaluating the perceived quality by the customers in the service of repair of scales and balances. Different tools are applied that facilitate the proposition of improvements, such as: review of documents, work with experts, brainstorming, interviews, surveys, Cause-Effect Diagram, 5Ws technique and 1H (What, Why, Where, Who, When and How). As a result of the investigation, the gaps of dissatisfaction are obtained and it is determined that the ones with lower quality index are related to the time of service, for which a set of actions are proposed that contribute to the improvement of the quality perceived by the client. It was also verified that the number of technicians in the company to offer the service is not enough, so the number of technicians needed is determined. Finally, recommendations and conclusions are made to monitor the deficiencies found.

Palavras-chave : Procedure; customer service; perceived quality.

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