Medición de la calidad del servicio técnico de climatización de ELECLIRE.

Abstract

The main objective of the project is to evaluate the quality of the air conditioning technical service of the company ELECLIRE, which offers maintenance, installation and repair services for air conditioners. For this, the specific objectives were taken in order to establish the theoretical references that help the methodological construct of quality in the service; the study seeks to analyze the current situation of the company in parameters of customer satisfaction, quality and identify the factors that influence the perception of the client. The methodology of the investigation was based on a mixed approach, in the quantitative, the SERVPERF model was selected with a descriptive approach that seeks the assessment of performance based on perceptions and oriented to the 821 registered customers in the database, of which chose 262 clients to survey. For the qualitative approach, questions are taken into consideration to the internal customer or in other words, their employees and one of the company's clients are surveyed, which reflects directly the criterion they have of the service provided by the company. . The results of the investigation were marked towards the tendency of the few personnel, the punctuality to the points of service and that the personnel does not appear a due training. The proposal is aimed at staff training, increased skilled labor and the acquisition of vehicles that will help improve the quality of the air conditioning technical service offered by the company.