Factores que determinan la calidad de servicio de los talleres automotrices Pymes en la ciudad de Guayaquil.

Abstract

The pourpose of the following work is to identify factors that determine the quality of service of SMEs Automotive Workshops in the city of Guayaquil. The study of the research is descriptive, with a quantitative approach. The development and execution of this work was supported by the Servqual model, applying a standardized questionnaire to the end users of automotive workshops, which made it possible to measure the quality of the service in five dimensions: reliability, responsiveness, security, empathy and tangible elements, correlate the variables and interpret the results. Subsequently, a final proposal was developed whose purpose is to define activities that help to improve the quality of the service in those dimensions that appear as deficient and thus increase the level of satisfaction in its customers, achieve customer loyalty, attract new customers, to increase the sales of their services and achieve greater income and profitability for business.