Resumen

HERNANDEZ DE VELAZCO, Judith; CHUMACEIRO, Ana Cecilia  y  ATENCIO CARDENAS, Edith. Quality of Service and Human Resources: Case Study of a Department Store. Revista Venezolana de Gerencia [online]. 2009, vol.14, n.47, pp.458-472. ISSN 1315-9984.

Quality of service is a basic strategy to place structure and organizational functionality within parameters that consider the customers’ expectations and needs; the importance of human resources to respond to these demands ought to be determinant to guarantee the quality of services offered. The intention of this article is to review results of a preliminary investigation whose objective was to evaluate the quality of service and the importance of human resources, specifically the employees who attend clients in a department store in the State of Zulia. The research was descriptive and the sample was probabilistic-intentional-casual, chosen from clients of two stores in the group located in the city of Maracaibo. The applied instrument was a multiple choice questionnaire. It demonstrated that the attention to the client service is perceived by clients as moderate to bad; therefore it must be improved in critical areas. Also, interest factors were determined according to customer preferences, all related to human resources. The study recommends designing a quality of service training program for the employees.

Palabras clave : Quality of service; human resource; attention to the client; service evaluation.