Modelo SERVQUAL para mejorar el servicio al cliente en la compañía de Taxis Tierra Nueva C.A.

Abstract

This research work called SERVQUAL model to determine customer satisfaction in Tierra Nueva C.A. Taxi Company had the objective of quantifying customer satisfaction to observe the difference between the perceived value compared to the expectations that the customer has, currently the transport sector is one of the sectors where customers demand a better quality of service. The applied methodology had a mixed research approach, which allowed corroborating the qualitative and quantitative data, in addition, the level of research was descriptive and exploratory because the research is an independent study of each variable, likewise the research was used non-experimental, and the applied methods were the deductive and the synthetic analytical. The SERVQUAL model was applied, determining that there are four components that are above the satisfaction threshold, that is, in terms of tangible elements, safety, reliability, and empathy, perceptions exceed expectations, recognizing these circumstances as quality, on the other hand, regarding response capacity, perceptions do not exceed expectations, so there is an opportunity for improvement. To conclude the development of the research, relevant data was collected by obtaining information through the perception of the client regarding the service received. It is recommended to apply the necessary strategies and activities to evaluate the quality of service of the company through the action plan, which will allow carrying out the verification phase of the quality service admitted by users.