¿Puede medirse la calidad en el servicio?
Journal
Hospitalidad ESDAI
Publisher
Hospitalidad ESDAI
Date Issued
2004
Author(s)
Cavazos Arroyo, Ruth
Type
text::Non-primary product
Abstract
Present organisations are submitted to growing demands from external forces which surround them, added to this, one of the consequences of the globalisation of the markets is the demand of clients, who have become more knowledgeable and complex. They now know how to choose with decision, that is to say they are becoming accustomed to receive quality as added value to their products or services. Quality in service makes up the effort to align the steps taken for the fulfilment of the vision and values of the company. It involves the work of many men to take the result towards the final goal: the satisfaction of the customer. However, up to what point is it possible to measure the degree of satisfaction of the customer? It is important to understand , in the long term , that if there is no quality there will be no market. Thus it is essential to know to what extent the customer id receiving what he asked for, or better still, to what extent the company is exceeding the expectations required by the customer. The measurement of the effectiveness of the quality of the service should not only be based on what has been done, but also on achievements and indicators of the functioning of the service provided. It is necessary to surpass the operational aspects to combine the total efforts of the organisation and their efficient use of resources, essentially the desire and conviction to help another person in the solution of a problem or in the satisfaction of a need.
File(s)
Versión del editor
License
Acceso Abierto
How to cite
Arrollo, Ruth Cavazos. (2004). ¿Puede medirse la calidad en el servicio?, Hospitalidad ESDAI, 5, 43-64.
Table of contents
Introducción -- Modelo de Passer, Olsen y Wyckoff (1978) -- Modelo de Grönroos (1984) o modelo de la imagen -- Servqual o Modelo de Parasuraman, Zeithaml y Berry -- Modelo de Servperf -- Escala del desempeño evaluado