Resumo

GONZALEZ PERTUZ, Blanca  e  ATENCIO CARDENAS, Edith. Incidence of the Human Factor and Service Quality in Private Organizations in the State of Zulia. Revista de Ciencias Sociales [online]. 2010, vol.16, n.3, pp.468-480. ISSN 1315-9518.

This article studies the existing relation between the human factor and service quality in private organizations in the State of Zulia. Every company uses and combines factors related to the necessary quality of its productive process, to control them and allow them to satisfy needs of the surroundings. A bibliographical review was made regarding the variables under study, and interviews were applied regarding the experience of managers and ex- managers of the companies Polar, Avidoca, Avirosa, Pimpollo and Supermart. Today’s organizations develop their management functions giving importance to quality, whether in the final product or the entire organization. Correct quality management implies that the entire organization takes on quality in an integral manner for itself and its surroundings. In conclusion, relating the human factor to service quality reaffirms the existence of interacting groups in defined contexts, with directives established for optimizing resources, in a constant dynamic of decision making, achieving satisfaction for internal and external clients, which guarantees permanence in the market, competitiveness and productivity through quality.

Palavras-chave : Human capital; service quality; private organizations.