Percepción de calidad del servicio de la Municipalidad Distrital de Florencia de Mora, mediante el modelo SERVQUAL - año 2013

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  • The present investigation refers to the "Service Quality Perceptions of the District Municipality of Florencia de Mora, using the SERVQUAL Model - Year 2013" This purpose has been to determine the Perceived Quality of Service provided by the District Municipality of Florencia de Mora by Servqual Mod...

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Main Author: López Polo, Liz Elizabeth
Format: Tesis de grado
Language: spa
Published: 2013
Subjects:
Online Access: http://dspace.unitru.edu.pe/handle/UNITRU/9049
Summary:The present investigation refers to the "Service Quality Perceptions of the District Municipality of Florencia de Mora, using the SERVQUAL Model - Year 2013" This purpose has been to determine the Perceived Quality of Service provided by the District Municipality of Florencia de Mora by Servqual Model - 2013. This investigation is applied (based on their nature) and transversal. The sample is composed by 117 users. Required for the study was developed considering the SERVQUAL model (perception questionnaire quality of service) with 5 dimensions based on the Likert scale. The dimensions established for the perception of quality were: Tangibility, Reliability, Response Capability, Security and Empathy. When analyzing the results it was found that the perception of quality of service provided by the District Municipality of Florencia de Mora, is predominately a medium level, which is not enough cover the expectations of its members as a whole. It is therefore recommended that the institution should prioritize that quality is one of the main purposes and that in the long can be validated and set an example for other institutions

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