Análisis de la calidad del servicio del Departamento de Asistencia al Contribuyente del Servicio de Rentas Internas y la satisfacción del usuario externo en la ciudad de Guayaquil.

Abstract

The quality of the service in the area of customer service, in a globalized world has increasingly become more demanding for this reason it is necessary to constantly evaluate the service to know the level of customer satisfaction. This work consists in an analysis between the quality of the service and the satisfaction of the client of the assistance department to the taxpayer of the Internal Revenue Service in the city of Guayaquil. The main objective is to determine the incidence of the quality of the service, in the satisfaction of the external users who carry out procedures in this department. The research methodology was selected Servperf model, through surveys aimed at taxpayers who perform all kinds of procedures in this institution. It was observed that there is a high positive correlation between the quality of service and customer satisfaction. Finally, it was concluded that: the service offered is not fast, the waiting time is not satisfactory, the knowledge of the public servants is not enough, that not all the officials do all the processes, that the printed publicity is needed and It is not explicit for each case.