EVALUACION DE LA CALIDAD DE LOS SERVICIOS PUBLICOS DOMICILIARIOS
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| Format: | Artículo científico |
| Language: | en |
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Universidad Autónoma de Bucaramanga
2002
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| _version_ | 1876489132825378816 |
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| author | Joaquín Montaña Rodríguez |
| author_facet | Joaquín Montaña Rodríguez |
| contents | EVALUACION DE LA CALIDAD DE LOS SERVICIOS PUBLICOS DOMICILIARIOS Joaquín Montaña Rodríguez Hernando Ramírez Plazas Administración y Contabilidad Service quality public services perceived quality marketing of public services delivered at home This research named «Quality evaluation of public services at home» is descriptive. It was developed according to research line carried out in Economy and Management Faculty of Surcolombiana University about service quality. It analyses ?perceived quality? of public services delivered at home produced by Electrificadora del Huila, Telehuila, Alcanos de Colombia and Neiva public enterprises. For doing this research, SERVPERF scale proposed by Cronin and Taylor (1994) was used. 950 questionnaires were applied according to home social divisions in Neiva. Main results affirm that the obtained scale to measure perceived quality of public services delivered at home was a reliable and valid instrument and it can be considered as an useful tool to build programs of improvement in client service area. 2002 artículo científico 1657-4613 https://www.redalyc.org/articulo.oa?id=10900506 en http://www.redalyc.org/revista.oa?id=109 Revista Colombiana de Marketing application/pdf Universidad Autónoma de Bucaramanga Revista Colombiana de Marketing (Colombia) Num.5 Vol.3 |
| format | Artículo científico |
| id | redalyc_10900506 |
| institution | Redalyc |
| language | en |
| publishDate | 2002 |
| publisher | Universidad Autónoma de Bucaramanga |
| spellingShingle | EVALUACION DE LA CALIDAD DE LOS SERVICIOS PUBLICOS DOMICILIARIOS Joaquín Montaña Rodríguez Administración y Contabilidad Service quality public services perceived quality marketing of public services delivered at home EVALUACION DE LA CALIDAD DE LOS SERVICIOS PUBLICOS DOMICILIARIOS Joaquín Montaña Rodríguez Hernando Ramírez Plazas Administración y Contabilidad Service quality public services perceived quality marketing of public services delivered at home This research named «Quality evaluation of public services at home» is descriptive. It was developed according to research line carried out in Economy and Management Faculty of Surcolombiana University about service quality. It analyses ?perceived quality? of public services delivered at home produced by Electrificadora del Huila, Telehuila, Alcanos de Colombia and Neiva public enterprises. For doing this research, SERVPERF scale proposed by Cronin and Taylor (1994) was used. 950 questionnaires were applied according to home social divisions in Neiva. Main results affirm that the obtained scale to measure perceived quality of public services delivered at home was a reliable and valid instrument and it can be considered as an useful tool to build programs of improvement in client service area. 2002 artículo científico 1657-4613 https://www.redalyc.org/articulo.oa?id=10900506 en http://www.redalyc.org/revista.oa?id=109 Revista Colombiana de Marketing application/pdf Universidad Autónoma de Bucaramanga Revista Colombiana de Marketing (Colombia) Num.5 Vol.3 |
| title | EVALUACION DE LA CALIDAD DE LOS SERVICIOS PUBLICOS DOMICILIARIOS |
| topic | Administración y Contabilidad Service quality public services perceived quality marketing of public services delivered at home |
| url | https://www.redalyc.org/articulo.oa?id=10900506 |