Impacto de la calidad de los servicios sobre la satisfacción de los clientes en una empresa de mantenimiento
Palabras clave:
Calidad de servicio, Satisfacción del Cliente, SERVQUALResumen
El presente trabajo reporta los resultados de una investigación realizada en una empresa dedicada a la instalación, mantenimiento y reparación de sistemas de aires acondicionados en el Estado Carabobo – Venezuela, cuyo objetivo fue evaluar el impacto de la calidad del servicio en la satisfacción de sus clientes, utilizando un instrumento basado en el modelo SERVQUAL que considera la calidad del servicio, el índice ACSI que evalúa la satisfacción del cliente y el modelo KANO que determina distintos atributos que requiere el servicio. Se tomaron en cuenta 194 encuestas valoradas por los clientes en una escala tipo Likert. Previa determinación de la adecuación muestral, se identificaron mediante el Análisis de Factores, cuatro dimensiones: Capacidad de Respuesta, Seguridad, Confiabilidad y Empatía, y Aspectos Generales. Así mismo, se demostró la relación entre la calidad de servicio y la satisfacción del cliente en el caso en estudio.
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Al-Hashedi, A., Abkar, S. (2017). The Impact of Service Quality Dimensions on Customer Satisfaction in Telecom Mobile Companies in Yemen. American Journal of Economics, 7(4), 186-193. DOI: http://dx.doi.org/10.5923/j.economics.20170704.04
American Customer Satisfaction Index (2017). The Science of Customer Satisfaction. Recuperado de: http://www.theacsi.org/about-acsi/the-science-of-customer-satisfaction
Angelova, B., Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 232-258. Recuperado de: http://www.hrmars.com/admin/pics/381.pdf
Awwad, M. (2012). An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector. The TQM Journal, 24(6), 529-541. DOI: https://doi.org/10.1108/17542731211270098
Bhatt, A., Bhanawat, D. (2016). Service Quality in Retail - a Literature Review. International Journal for Research in Business, Management and Accounting, 2(3), 27-35. Recuperado de: http://internationaljournalsforresearch.com
Calarge, F.; et al. (2016). Análise e avaliação da qualidade de serviços internos com foco na manutenção de utilidades em uma empresa de manufatura. Production, 26(4), 724-741. DOI: http://dx.doi.org/10.1590/0103-6513.118013
Cronin, J., Taylor, S. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68. DOI: http://dx.doi.org/10.2307/1252296
Cruz, J.; Blanco, M., Monge, C. (2016). Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente. INGENIARE, 9(16), 127-142. DOI: https://doi.org/10.18041/1909-2458/ingeniare.16.596
Felix, R. (2017). Service Quality and Customer Satisfaction in Selected Banks in Rwanda. Journal of Business & Financial Affairs, 6(1), 1-11. DOI: http://dx.doi.org/10.4172/2167-0234.1000246
Gambo, M. (2016). Service quality and customer satisfaction among domestic air passengers in Nigeria. International Journal of Business and Management Studies, 8(2), 32-49. Recuperado de: http://www.sobiad.org/ejournals/journal_ijbm/arhieves/IJBMS2016_2/paper20_Gambo.pdf
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Harijith, R., Naduthodi, H. (2017). Kano Model Customer Satisfaction Analysis of Medical Services. International Research Journal of Engineering and Technology, 4(6), 1426-1429. Recuperado de: https://www.irjet.net/archives/V4/i6/IRJET-V4I6263.pdf
Hennayake, Y. (2017). Impact of Service Quality on Customer Satisfaction of Public Sector Commercial Banks: A Study on Rural Economic Context. International Journal of Scientific and Research Publications, 7(2), 156-161. Recuperado de: http://www.ijsrp.org/research-paper-0217/ijsrp-p6223.pdf
Hoffman, D., Bateson, J. (2011). Services Marketing: Concepts, Strategies, & Cases, fourth edition. OH, USA: Cengage Learning.
Jamaluddin, J., Ruswanti, E. (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia. Journal of Business and Management (IOSR-JBM), 19(5), 23-33. DOI: http://dx.doi.org/10.9790/487X-1905012333
Jashireh, A.; Slambolchi, A., Mobarakabadi, H. (2016). A literature review of service quality and customer satisfaction. Advanced Social humanities and Mangement, 3(2), 1-12. Recuperado de: http://amiemt-journal.com/test2/vol3-no2/1.pdf
Johnson, D. (2000). Métodos multivariados aplicados al análisis de datos. México: International Thomson Editores.
Kalotra, A., Sharma, N. (2017). Measuring Service Quality using SERVQUAL in Hospitality Industry “A Study of Delhi”. International Journal of Emerging Research in Management &Technology, 6(1), 63-68. DOI: http://dx.doi.org/10.23956/ijermt/V6N1/132
Kankam-Kwarteng, C., Acheampong, S., Amoateng, F. (2016). Service Quality and Customers’ Willingness to Pay for Vehicle Repairs and Maintenance Services. Journal of Scientific Research & Reports, 10(5), 1-11. DOI: http://dx.doi.org/10.9734/JSRR/2016/24918
Kano, N., Seraku, N., Takahashi, F., Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39-48. DOI: http://dx.doi.org/10.20684/quality.14.2_147
Kim, D., et al. (2017). The influence of service quality and prior knowledge on customer satisfaction and reuse intention in Korean low cost carriers. Proceedings of 95th The IIER International Conference, Osaka, Japan, 8th-9th February 2017, 18-20. Recuperado de: http://www.worldresearchlibrary.org/up_proc/pdf/817-149309677818-20.pdf
Krudthong, S. (2017). A measurement of customer satisfaction towards service quality in a small sized hotel: a case of Silom Village Inn, Bangkok, Thailand. Proceedings of 49th IASTEM International Conference, San Francisco, USA, 20th-21st March 2017, 1-4. Recuperado de: http://www.worldresearchlibrary.org/up_proc/pdf/714-14912984841-4.pdf
Latif, A. (2017). Impact of service quality on customer satisfaction. Australian Journal of Basic and Applied Sciences, 11(5), 20-28. Recuperado de: http://ajbasweb.com/old/ajbas/2017/April/20-28.pdf
Ngo, M., Nguyen, H. (2016). The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8(2), 103-116. DOI: https://doi.org/10.7441/joc.2016.02.08
Minh, N.; Ha, N., Anh, P., Matsui, Y. (2015). Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam. Asian Social Science, 11(10), 73-85. DOI: http://dx.doi.org/10.5539/ass.v11n10p73
Mejías, A. (2005). Modelo para medir la calidad del servicio en los estudios universitarios de Postgrado. Universidad, Ciencia y Tecnología, 9(34), 81-85. Recuperado de: http://www.scielo.org.ve/scielo.php?script=sci_arttext&pid=S1316-48212005000200004
Mejías, A., Maneiro, N. (2008). Medición de la Calidad de Servicio: El Modelo SERVQUALing. Cuadernos de Ingeniería Industrial, 2(1), 1-56.
Naik, C., Gantasala, S., Prabhakar, G. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, 16(2), 231-243. Recuperado de: https://lms.ctu.edu.vn
Obioma, O. (2016). Servqual Model as Performance Evaluation Instrument for Small and Medium Sized Enterprises (SME): Evidence from Customers in Nigeria. European Scientific Journal, 12(28), 520-540. DOI: http://dx.doi.org/10.19044/esj.2016.v12n28p520
Parasuraman, A., Zeithaml, V., Berry, L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50. DOI: http://dx.doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V., Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. Recuperado de: https://www.researchgate.net/publication/200827786_SERVQUAL_A_Multiple-item_Scale_for_Measuring_Consumer_Perceptions_of_Service_Quality
Pardo, A., Ruiz, M. (2002). SPSS11. Guía para el análisis de datos, 1ra edición. Madrid: McGraw-Hill.
Park, S., Gwon, H., You, Y. (2016). A Study on the Consulting Service Quality using Kano Model. Indian Journal of Science and Technology, 9(43), DOI: https://doi.org/10.17485/ijst/2016/v9i43/105020
Pérez, C. (2004). Técnica de Análisis Multivariante de Datos. Madrid: Pearson Prentice Hall.
Rahman, A., Hasan, M., Mia, A. (2017). Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis. The Cost and Management, 45(2), 25-32.
Rahman, M., Khan, A., Haque, M. (2012). A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective. Asian Social Science, 8(13), 201-210. DOI: http://dx.doi.org/10.5539/ass.v8n13p201
Sadeghdaghighi, M., Goudarzvand, M. (2016). Analysis of Services Quality on Customer’s Satisfaction Using SERVQUAL Model. Journal of Engineering Technology, 5(1), 49-71. Recuperado de: http://www.joetsite.com/wp-content/uploads/2016/01/Vol.4-1-5-2016.pdf
Santos, A., Cândido, C. (2016). Avaliação da qualidade dos serviços bancários online: Proposta de integração dos modelos SERVQUAL, Kano e QFD. Tourism & Management Studies, 12(2), 145-153. DOI: https://doi.org/10.18089/tms.2016.12216
Sulisworo, D., Maniquiz, N. (2012). Integrating Kano´s Model and SERVQUAL to Improve Healthcare Service Quality. IC-GWBT2012, Ahmad Dahlan University, March 23-24, 130-134. Recuperado de: https://bazar.parsmodir.com/wp-content/uploads/2016/01/kano-servqual-2012.pdf
Tan, K., Pawitra, T. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11(6), 418-430. DOI: https://doi.org/10.1108/EUM0000000006520
Vicente y Oliva, M. de, Manera, J. (2003). El análisis factorial y por componentes principales. En Lévy, J., Valera, J. (Comp.), Análisis Multivariable para las Ciencias Sociales. Madrid, España: Pearson Educación.
American Customer Satisfaction Index (2017). The Science of Customer Satisfaction. Recuperado de: http://www.theacsi.org/about-acsi/the-science-of-customer-satisfaction
Angelova, B., Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 232-258. Recuperado de: http://www.hrmars.com/admin/pics/381.pdf
Awwad, M. (2012). An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector. The TQM Journal, 24(6), 529-541. DOI: https://doi.org/10.1108/17542731211270098
Bhatt, A., Bhanawat, D. (2016). Service Quality in Retail - a Literature Review. International Journal for Research in Business, Management and Accounting, 2(3), 27-35. Recuperado de: http://internationaljournalsforresearch.com
Calarge, F.; et al. (2016). Análise e avaliação da qualidade de serviços internos com foco na manutenção de utilidades em uma empresa de manufatura. Production, 26(4), 724-741. DOI: http://dx.doi.org/10.1590/0103-6513.118013
Cronin, J., Taylor, S. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68. DOI: http://dx.doi.org/10.2307/1252296
Cruz, J.; Blanco, M., Monge, C. (2016). Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente. INGENIARE, 9(16), 127-142. DOI: https://doi.org/10.18041/1909-2458/ingeniare.16.596
Felix, R. (2017). Service Quality and Customer Satisfaction in Selected Banks in Rwanda. Journal of Business & Financial Affairs, 6(1), 1-11. DOI: http://dx.doi.org/10.4172/2167-0234.1000246
Gambo, M. (2016). Service quality and customer satisfaction among domestic air passengers in Nigeria. International Journal of Business and Management Studies, 8(2), 32-49. Recuperado de: http://www.sobiad.org/ejournals/journal_ijbm/arhieves/IJBMS2016_2/paper20_Gambo.pdf
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Harijith, R., Naduthodi, H. (2017). Kano Model Customer Satisfaction Analysis of Medical Services. International Research Journal of Engineering and Technology, 4(6), 1426-1429. Recuperado de: https://www.irjet.net/archives/V4/i6/IRJET-V4I6263.pdf
Hennayake, Y. (2017). Impact of Service Quality on Customer Satisfaction of Public Sector Commercial Banks: A Study on Rural Economic Context. International Journal of Scientific and Research Publications, 7(2), 156-161. Recuperado de: http://www.ijsrp.org/research-paper-0217/ijsrp-p6223.pdf
Hoffman, D., Bateson, J. (2011). Services Marketing: Concepts, Strategies, & Cases, fourth edition. OH, USA: Cengage Learning.
Jamaluddin, J., Ruswanti, E. (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia. Journal of Business and Management (IOSR-JBM), 19(5), 23-33. DOI: http://dx.doi.org/10.9790/487X-1905012333
Jashireh, A.; Slambolchi, A., Mobarakabadi, H. (2016). A literature review of service quality and customer satisfaction. Advanced Social humanities and Mangement, 3(2), 1-12. Recuperado de: http://amiemt-journal.com/test2/vol3-no2/1.pdf
Johnson, D. (2000). Métodos multivariados aplicados al análisis de datos. México: International Thomson Editores.
Kalotra, A., Sharma, N. (2017). Measuring Service Quality using SERVQUAL in Hospitality Industry “A Study of Delhi”. International Journal of Emerging Research in Management &Technology, 6(1), 63-68. DOI: http://dx.doi.org/10.23956/ijermt/V6N1/132
Kankam-Kwarteng, C., Acheampong, S., Amoateng, F. (2016). Service Quality and Customers’ Willingness to Pay for Vehicle Repairs and Maintenance Services. Journal of Scientific Research & Reports, 10(5), 1-11. DOI: http://dx.doi.org/10.9734/JSRR/2016/24918
Kano, N., Seraku, N., Takahashi, F., Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39-48. DOI: http://dx.doi.org/10.20684/quality.14.2_147
Kim, D., et al. (2017). The influence of service quality and prior knowledge on customer satisfaction and reuse intention in Korean low cost carriers. Proceedings of 95th The IIER International Conference, Osaka, Japan, 8th-9th February 2017, 18-20. Recuperado de: http://www.worldresearchlibrary.org/up_proc/pdf/817-149309677818-20.pdf
Krudthong, S. (2017). A measurement of customer satisfaction towards service quality in a small sized hotel: a case of Silom Village Inn, Bangkok, Thailand. Proceedings of 49th IASTEM International Conference, San Francisco, USA, 20th-21st March 2017, 1-4. Recuperado de: http://www.worldresearchlibrary.org/up_proc/pdf/714-14912984841-4.pdf
Latif, A. (2017). Impact of service quality on customer satisfaction. Australian Journal of Basic and Applied Sciences, 11(5), 20-28. Recuperado de: http://ajbasweb.com/old/ajbas/2017/April/20-28.pdf
Ngo, M., Nguyen, H. (2016). The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8(2), 103-116. DOI: https://doi.org/10.7441/joc.2016.02.08
Minh, N.; Ha, N., Anh, P., Matsui, Y. (2015). Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam. Asian Social Science, 11(10), 73-85. DOI: http://dx.doi.org/10.5539/ass.v11n10p73
Mejías, A. (2005). Modelo para medir la calidad del servicio en los estudios universitarios de Postgrado. Universidad, Ciencia y Tecnología, 9(34), 81-85. Recuperado de: http://www.scielo.org.ve/scielo.php?script=sci_arttext&pid=S1316-48212005000200004
Mejías, A., Maneiro, N. (2008). Medición de la Calidad de Servicio: El Modelo SERVQUALing. Cuadernos de Ingeniería Industrial, 2(1), 1-56.
Naik, C., Gantasala, S., Prabhakar, G. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, 16(2), 231-243. Recuperado de: https://lms.ctu.edu.vn
Obioma, O. (2016). Servqual Model as Performance Evaluation Instrument for Small and Medium Sized Enterprises (SME): Evidence from Customers in Nigeria. European Scientific Journal, 12(28), 520-540. DOI: http://dx.doi.org/10.19044/esj.2016.v12n28p520
Parasuraman, A., Zeithaml, V., Berry, L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50. DOI: http://dx.doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V., Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. Recuperado de: https://www.researchgate.net/publication/200827786_SERVQUAL_A_Multiple-item_Scale_for_Measuring_Consumer_Perceptions_of_Service_Quality
Pardo, A., Ruiz, M. (2002). SPSS11. Guía para el análisis de datos, 1ra edición. Madrid: McGraw-Hill.
Park, S., Gwon, H., You, Y. (2016). A Study on the Consulting Service Quality using Kano Model. Indian Journal of Science and Technology, 9(43), DOI: https://doi.org/10.17485/ijst/2016/v9i43/105020
Pérez, C. (2004). Técnica de Análisis Multivariante de Datos. Madrid: Pearson Prentice Hall.
Rahman, A., Hasan, M., Mia, A. (2017). Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis. The Cost and Management, 45(2), 25-32.
Rahman, M., Khan, A., Haque, M. (2012). A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective. Asian Social Science, 8(13), 201-210. DOI: http://dx.doi.org/10.5539/ass.v8n13p201
Sadeghdaghighi, M., Goudarzvand, M. (2016). Analysis of Services Quality on Customer’s Satisfaction Using SERVQUAL Model. Journal of Engineering Technology, 5(1), 49-71. Recuperado de: http://www.joetsite.com/wp-content/uploads/2016/01/Vol.4-1-5-2016.pdf
Santos, A., Cândido, C. (2016). Avaliação da qualidade dos serviços bancários online: Proposta de integração dos modelos SERVQUAL, Kano e QFD. Tourism & Management Studies, 12(2), 145-153. DOI: https://doi.org/10.18089/tms.2016.12216
Sulisworo, D., Maniquiz, N. (2012). Integrating Kano´s Model and SERVQUAL to Improve Healthcare Service Quality. IC-GWBT2012, Ahmad Dahlan University, March 23-24, 130-134. Recuperado de: https://bazar.parsmodir.com/wp-content/uploads/2016/01/kano-servqual-2012.pdf
Tan, K., Pawitra, T. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11(6), 418-430. DOI: https://doi.org/10.1108/EUM0000000006520
Vicente y Oliva, M. de, Manera, J. (2003). El análisis factorial y por componentes principales. En Lévy, J., Valera, J. (Comp.), Análisis Multivariable para las Ciencias Sociales. Madrid, España: Pearson Educación.
Publicado
2018-08-23
Cómo citar
Mejías Acosta, A., Godoy Durán, E., & Piña Padilla, R. (2018). Impacto de la calidad de los servicios sobre la satisfacción de los clientes en una empresa de mantenimiento. Revista Científica Compendium, 21(40). Recuperado a partir de https://revistas.uclave.org/index.php/Compendium/article/view/1656
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