Service quality measurement: The case of the guarantee court from the city of Puerto Montt - Chile

Abstract

This article starts with the growing relevance that the topic of quality has taken as a strategic imperative to ensure the viability and organizational success. The main purpose is to present the results of the perceived service quality measured in the Guarantee Court of the city of Puerto Montt through the SERVQUAL model. To this end, a questionnaire was collected with 16 indicators, representing the five dimensions indicated by Parasuraman, Zeithaml and Berry, measured on a Likert scale of 5 points, which was applied to people over 18 who were users of the Court of Guarantee on the dates of December 2013 and June 2018. The highest levels of expectations were found in the dimensions: reliability, security, and tangible aspects, while those perceived as having the highest quality were empathy and tangible aspects. In general, service quality levels were unfavorable or negative, mainly because the user’s expectations for their perceptions were not exceeded. This information is valuable because it can be used by the organization to improve those attributes of greater relevance to users.