Evaluación de la calidad del servicio de la comercializadora Servioil de la ciudad de Riobamba mediante el modelo SERVQUAL.

Abstract

The objective of this study was to evaluate the service of the fuel commercialization company Servioil in the city of Riobamba through the SERVQUAL model, in order to enhance its offer to the transporter and the user. The methods used were deductive, inductive, analytical, synthetic, survey and sampling, with their respective instruments. The type of research developed was by means of a field research, descriptive and correlational; the type of research became documentary and disciplinary, so that the findings of the research carried out have been documented. A follow-up of the quality of the service provided by the gasoline commercialization company was carried out in which the results were not as expected, because the users did not respond favorably in the evaluation of the service provided by the organization. The consequences of the evaluation of the good treatment of the transporter through the SERVQUAL version to the gasoline selling company Servioil showed us that the expectations that the corporation had with respect to its provision of the service were very exceptional due to the belief that the clients saw at the moment of receiving the service, that the results of the evaluation of the quality of the transporter had been lousy because the general public of the clients qualified the supplier as bad or ordinary. The conclusion of the evaluation of the services provided by Servioil in Riobamba is that the organization has shortcomings at the time of offering the product to customers. It is suggested that the corporation picks up our proposals of reliability, protection, empathy and sensitivity to be able to improve the quality of the service it provides to the carriers and make the experiences of its customers happy.