Aplicación y validación de un modelo de medición de la calidad percibida del servicio (serperf) para la industria automotriz en Colombia (servicios posventa)
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Silva Sinning, Luis Hernán
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El autor realiza una investigación donde se aplica y se valida un modelo de medición de la calidad percibida del servicio (Servperf) para la industria automotriz en los departamentos de posventa (servicios de mantenimiento preventivo y correctivo). El trabajo parte explorando la fundamentación teórica de autores reconocidos en la materia de calidad en el sector de los servicios y se evalúan otros modelos de medición existentes apoyados en otras investigaciones hechas en el sector automotor y otros sectores relevantes. Se intenta comprobar la validez del instrumento de medición Servperf como alternativa confiable en las empresas prestadoras de servicios de mantenimiento de vehículos en Colombia de la marca Chevrolet con el fin de que se establezca como una escala estándar y de fácil aplicación para lograr cuantificar la calidad percibida de los servicios entregados a los clientes y así tener herramientas para tomar decisiones conducentes a su mejoramiento.
Abstract. The author develops an investigation where a model for measuring the perceived service quality is validated and applied ( Servperf ) for the automotive industry in the after sales departments (preventive, and corrective maintenance services). The research starts exploring the theoretical foundations from recognized authors in the field of service quality and other existing measurement models supported by other researchs done in the automotive sector and other relevant sectors. It is intended to try checking the validity of the measurement instrument, The Servperf, as a reliable alternative for companies which provides maintenance services to vehicles in Colombia of the Chevrolet make, in order to be established as a standard scale and easily applied to achieve and quantify the perceived quality services delivered to customers and thus have decision-making tools for its enhancement.
Abstract. The author develops an investigation where a model for measuring the perceived service quality is validated and applied ( Servperf ) for the automotive industry in the after sales departments (preventive, and corrective maintenance services). The research starts exploring the theoretical foundations from recognized authors in the field of service quality and other existing measurement models supported by other researchs done in the automotive sector and other relevant sectors. It is intended to try checking the validity of the measurement instrument, The Servperf, as a reliable alternative for companies which provides maintenance services to vehicles in Colombia of the Chevrolet make, in order to be established as a standard scale and easily applied to achieve and quantify the perceived quality services delivered to customers and thus have decision-making tools for its enhancement.