Abstract

In the present investigation we show the results obtained from a study carried out in an industrial corporation located in Mexico City with respect to quality in the service. A 95 reliability and 5 error were used in the study. The SERVQUAL tool was used for the analysis. The results obtained in the research were that the reliability dimension had 85 , the response capacity obtained 85 , the security achieved 82.5 , the empathy achieved 80 and the tangible elements reached 80 . The overall average quality of service was 82.50 . Ríos Romero Vianey "Customer Service Quality Assessment within the Industrial Corporation Applying the Servqual Tool" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Special Issue | 2nd International Congress of Engineering , October 2017, URL: http://www.ijtsrd.com/papers/ijtsrd5824.pdfhttp://www.ijtsrd.com/engineering/other/5824/customer-service-quality-assessment-within-the-industrial-corporation-applying-the-servqual-tool/ríos-romero-vianey

Authors and Affiliations