Aplicación del modelo servperf para medir la calidad del servicio entre la organización y el cliente industrial
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La dinámica de los negocios permite a las organizaciones no solo ofrecer calidad y precio, sino que el servicio sea un factor diferencial, la prestación de este es una experiencia única e irrepetible, e influye en el desarrollo de las relaciones comerciales con el cliente. Medir la calidad del servicio prestado a un cliente industrial, asociado a un producto (color caramelo), permite a la organización analizar, desarrollar y encontrar oportunidades de mejora que impacten positivamente en el cliente y su permanencia en el tiempo. Se realizó esta medición a través de la aplicación del modelo SERVPERF, donde se evidenció cuales dimensiones del modelo son de mayor o menor relevancia en el proceso comercial estudiado.
Abstract. The business dynamic enable to organizations not only provide quality and Price, but the service is a differentiating factor, the providing of service is unique experience, and the influences could be on the development of trade relations. Measuring of quality service provided an industrial customer associated a product (caramel colour) allows the organization analyze, develop and find opportunities to improve positively in customer and their permanence in time. This measurement was performed by applying the model SERVPERF, which evidenced a model which dimensions are more or less relevant in the business process studied.
Abstract. The business dynamic enable to organizations not only provide quality and Price, but the service is a differentiating factor, the providing of service is unique experience, and the influences could be on the development of trade relations. Measuring of quality service provided an industrial customer associated a product (caramel colour) allows the organization analyze, develop and find opportunities to improve positively in customer and their permanence in time. This measurement was performed by applying the model SERVPERF, which evidenced a model which dimensions are more or less relevant in the business process studied.