Service quality measurement: the case of the Guarantee Court from the city of Puerto Montt - Chile
Keywords:
Service quality, SERVQUAL, Expectations, PerceptionsAbstract
This article highlights the growing importance of quality as a strategic imperative for organizational success. The main purpose is to present the service quality results at the Guarantee Court in Puerto Montt, Chile, measured through the SERVQUAL model. A questionnaire with 16 indicators was used, covering five dimensions (reliability, security, tangibles, empathy, and responsiveness). The results showed unfavorable service quality levels, as users' expectations were not exceeded.
Downloads
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Revista Ingeniare
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright of their work and grant the journal the right of first publication under the Creative Commons CC-BY Attribution License, which permits unrestricted use, distribution, and reproduction provided the original authorship and the journal’s first publication are acknowledged.
