Evaluación de la calidad del servicio al cliente de usuarios externos de los Institutos Tecnológicos en Guayaquil. Caso de estudio: Instituto Superior Tecnológico Bolivariano de Tecnología.

Abstract

The objective of this research is to evaluate the quality of the service provided by the Instituto Superior Tecnológico Bolivariano de Tecnología [ITB] to its external customers, an analysis of the indicators is carried out, for the purpose of knowing the weaknesses that should be improved regarding the quality of the service. Services by their nature are heterogeneous due to the results of their provision may vary depending on the day, the mood on customers or the executive of the company, for this purpose a quantitative research is carried out to know the perceptions and expectations of the external customers, linked to the five dimensions proposed by the SERVQUAL model, where the research focuses on the analysis of GAP 5: Consumer Expectations versus Service Perception. The sample size used in the present investigation was 367 units of study and as a result of the research it is concluded that the perceptions that the students have about the ITB are lower than expectations, therefore the design of an integral attention model is proposed to the customer.