Modelo Servqual para mejorar la calidad del servicio en la compañía Neva Empress S.A., de la ciudad de Riobamba, provincia de Chimborazo

Abstract

This degree work was developed with the aim of designing a service model focused on improving the quality of service at COMPAÑÍA NEVA EMPRESS S.A. from Riobamba city, Chimborazo province. The research was initiated through scientific support to argue the comments from different positions, the quality of the service provided to customers is essential for any company because through the acquisition of either goods or services, economic profitability is achieved to cover administrative and financial activities. It sought to analyze what the client perceives of the company and what they really want to obtain from the company "NEVA EMPRESS S.A." being one of the many companies that exist in Riobamba city that provide taxi service. A mixed-type investigation was applied, for the analysis, a sample of 383 people was applied to collect first-hand information. The new service model focuses on improving service quality, reliability, responsiveness, security, empathy, and tangible elements, strategies were developed: training for employees, meetings to update and reduce errors, and 24-hour service, it is recommended crystallizing the plan to start up, and thus make the purchase of customers