Quality service in micro business in the wood crafts sector in a suburb of Mérida, México

Abstract

The micro businesses are particularly important for national economies, not only because of their contributions to the production and distribution of goods and services, but also because of the high potential for job creation. They represent an excellent means to boost economic development and a better distribution of wealth. Mexico, like other countries in the world, has micro-business as an economic backbone. In the State of Yucatan, micro-businesses are also crucial for development. However, they face increasing difficulties due to competition and changing markets. Complicating its permanence in the market and causing its closure. For this reason, quality in the service has been used as a tool to boost competitiveness, in a way that allows the survival of these micro-businesses. This analysis is particularly important since the crafts are the cultural heritage of the nation. The methodology is a quantitative approach, not experimental, cross-sectional and descriptive, determining differences between expectations and perceptions of clients based on the quality in the service of 10 micro-businesses, located in a field study and who agreed to participate in the study. , applying an adaptation of the SERVQUAL instrument of Zeithaml, Parasuraman and Berry [1], with 19 items and a Likert scale of 7 points. Finally, the obtained results are discussed, and proposals are made for designing strategies to improve the quality of the service and the permanence in the market.