Resumen

RAMOS FARRONAN, Emma Verónica; MOGOLLON GARCIA, Francisco Segundo; SANTUR MANUEL, Lisseth  y  CHERRE MORAN, Isabel. The Servperf model as a service quality assessment tool in a company. Universidad y Sociedad [online]. 2020, vol.12, n.2, pp.417-423.  Epub 02-Abr-2020. ISSN 2218-3620.

The objective is to determine the use of the Servperf model as a tool for evaluating the quality of service of a food retailing company, by identifying the valuation of customers on the commercial activity carried out by workers of the organization, as well as identifying the deficiencies in their service processes. To carry out this research, a descriptive methodology was used, using exploration techniques as a questionnaire application with twenty questions addressed to users of the food retail service in the city of Piura. The objective is to know the real assessment of customers by applying the alternative service evaluation model that measures quality from the perspective of the client, diagnosing each of its dimensions which globally qualify the company, identifying the processes they need to implement a successful strategy to increase their estimate. It is concluded that all activity carried out by the collaborator directly influences the client's perspective regarding the expected service, which is decisive for their future choice and subsequent recommendation, so the company must take care of each characteristic process of its commercial activity.

Palabras clave : service; customer; decision; sale.

        · resumen en Español     · texto en Español     · Español ( pdf )