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Revista de Ciencias Sociales

versión impresa ISSN 1315-9518

Resumen

ATENCIO CARDENAS, Edith  y  GONZALEZ PERTUZ, Blanca. Quality of service in the University of Zulia Editorial (EDILUZ). Revista de Ciencias Sociales [online]. 2007, vol.13, n.1, pp.172-186. ISSN 1315-9518.

The objective of this article is to determine the service quality offered by the University of Zulia Editorial Office (EDILUZ) according to the perception, expectations and level of user satisfaction. The research is descriptive, with a non-experimental field design for which an instrument for data collection was elaborated and applied in the University to a sample of 45 users. The results indicate that that service quality according to the perception of those interviewed was favorable in aspects such as confidence, empathy and tangibility, except in the aspect of response capacity. In relation to expectations, users hope to receive better service on the part of the institution, since the present capacity is evaluated as negative. In relation to satisfaction levels, the result was positive in relation to aspects such as confidence, empathy and tangibility, while the response capacity was classified as negative. The conclusion is that user expectations were greater than those perceived and users of the EDILUZ service have a negative satisfaction level in this respect.

Palabras clave : Service quality; perception; expectations; satisfaction; clients.

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