Resumen

IBARRA MORALES, Luis Enrique  y  CASAS MEDINA, Emma Vanessa. Application of the Servperf model in Telcel attention centers in Hermosillo: a measurement of the quality of service. Contad. Adm [online]. 2015, vol.60, n.1, pp.229-260. ISSN 0186-1042.

Markets globalization and the strong competitiveness in the industrial sector, have made the fulfillment of clients' needs a strategic target for companies that compete for a market segment. In order to acquire this, a solid competitiveness is required in reference to service differentiation. It is important to remark that most of the time the client has a single opportunity to assess a service in terms of quality and satisfaction; in that sense, many organizations have developed mechanisms to evaluate quality service as a component of continuous enhancement. The present study proposes using a 15-item standard questionnaire by applying the Servperf model (Service Performance) proposed by Cronin and Taylor (1992), which collects client's impression of the quality of the service received. The investigation covered the five offices of Telcel's service centers in Hermosillo, Sonora. The purpose was to determine the factors that characterize client's satisfaction through quality service, applying the Servperf model to show if there is a positive relation between the service and the client's satisfaction.

Palabras llave : Servperf; quality; service; client's satisfaction.