MEDICIÓN DE LA CALIDAD DEL SERVICIO DURANTE EL PROCESO DE MATRICULACIÓN VEHÍCULAR EN LA CIUDAD DE GUAYAQUIL

Abstract

The present research work has the objective of measuring the quality of service in customer service during the process of vehicle registration in the city of Guayaquil. The problem arises as people feel dissatisfied when they come to meet the annual requirement of vehicle registration. This review process yields a final result that can be: Approved, Conditioned or Rejected, just the last two conditions increase the customer's dissatisfaction because they condition the circulation of the vehicle and in many cases force him to repeat the process. To measure the quality of the service, the SERVQUAL method was used, using a methodology based on mixed research, that is to say that it is quantitative and qualitative, because the users' opinions are quantified through the Likert scale, whose data collection was performed outside the facilities of the vehicular technical inspection center. As a result, the general average of the perception of the dimensions according to the SERVQUAL model is 3.82, whose range of satisfaction evaluated up to level 5 under the criterion of total agreement, is 76% of the degree of coverage of the expectations. concludes that in relation to the quality perceived by the client, the company does not exceed expectations.