Evaluación de la calidad de los servicios públicos domiciliarios
| dc.contributor.author | Montaña Rodríguez, Joaquín | |
| dc.contributor.author | Ramírez Plazas, Elías | |
| dc.contributor.author | Ramírez Plazas, Hernando | |
| dc.coverage.campus | UNAB Campus Bucaramanga | spa |
| dc.coverage.spatial | Bucaramanga (Santander, Colombia) | spa |
| dc.date.accessioned | 2023-10-20T19:16:41Z | |
| dc.date.available | 2023-10-20T19:16:41Z | |
| dc.date.issued | 2002-12 | |
| dc.description.abstract | La presente investigación «Evaluación de la calidad de los servicios públicos domiciliarios» es de tipo descriptivo y se enmarca dentro de la línea de investigación sobre Calidad del Servicio que desarrolla la Facultad de Economía y Administración de la Universidad Surcolombiana y analiza la “calidad percibida” en los servicios públicos domiciliarios en la ciudad de Neiva, prestados por la Electrificadora del Huila, Telehuila, Alcanos de Colombia y las Empresas Publicas de Neiva. En la realización de la investigación se utilizó la escala SERVPEREF propuesta por Cronin y Taylor (1994) y para su inferencia se aplicaron 950 encuestas estratificadas según el peso de los estratos en los hogares de Neiva. Los resultados indican que la escala obtenida es un instrumento fiable y válido para medir la ‘calidad percibida’ en los servicios públicos domiciliarios y es una herramienta útil para estructurar programas de mejoramiento en el área de servicio al cliente. | spa |
| dc.description.abstractenglish | The present research "Evaluation of the quality of home public services" is descriptive and is framed within the line of research on Service Quality developed by the Faculty of Economics and Administration of the Universidad Surcolombiana and analyzes the “perceived quality” in home public services in the city of Neiva, provided by the Electrificadora del Huila, Telehuila, Alcanos de Colombia and the Public Companies of Neiva. In carrying out the research, the SERVPEREF scale proposed by Cronin and Taylor (1994) was used and for its inference, 950 stratified surveys were applied according to the weight of the strata in the homes of Neiva. The results indicate that the scale obtained is a reliable and valid instrument to measure the 'perceived quality' in home public services and is a useful tool to structure improvement programs in the area of customer service. | spa |
| dc.description.learningmodality | Modalidad Presencial | spa |
| dc.format.mimetype | application/pdf | spa |
| dc.identifier.instname | instname:Universidad Autónoma de Bucaramanga - UNAB | spa |
| dc.identifier.issn | 1657-4613 | spa |
| dc.identifier.reponame | reponame:Repositorio Institucional UNAB | spa |
| dc.identifier.repourl | repourl:https://repository.unab.edu.co | spa |
| dc.identifier.uri | http://hdl.handle.net/20.500.12749/22367 | |
| dc.language.iso | spa | spa |
| dc.publisher.faculty | Facultad Ingeniería | spa |
| dc.publisher.grantor | Universidad Autónoma de Bucaramanga UNAB | spa |
| dc.relation.references | BROWN, S., FISK, R., BITNER, (1993). Tracking the Evolution ofthe Service Marketing Literarure. Journal of Retailing T69 N Il p5la 103. | spa |
| dc.relation.references | BID (1997). Informe de Progreso Económico y Social. | spa |
| dc.relation.references | CRONIN, J. Y TAYLOR, S. (1992). SERVPERF Versus SERVQUAL: Reconciling Performancebased and Perceptions - Minus - Expectations Measurement of Service Quality, Journal of Marketing, vol.58, pp.125-131. | spa |
| dc.relation.references | GRONROS C.(1994). Marketing de Servicios. Díaz Santos. | spa |
| dc.relation.references | GUTIÉRREZ, M. (1989), Administración para la calidad. Noriega. México. | spa |
| dc.relation.references | KOLEELEMEIJER, K. (1992). Measuring Perceived Service Quality in Retailing: A Comparison of Methods. European Marketing Academy. | spa |
| dc.relation.references | PALACIOS, H. (2000). El Derecho a los Servi. cios Públicos Domiciliarios. Derecho Vigente. Bogotá. | spa |
| dc.relation.references | PARASURAMAN, A; ZEITHAML, V: y Berry, L.(1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing , vol 49 (otoño), PP. 41-50. | spa |
| dc.relation.references | PARASURAMAN, A; ZEITHAML. V; y Berry, L. (1988). Servqual: A Multiple Item Scale For Measuring Consumer Perceptions Of Service Quality. Journal of Retailing, vol.64(1) Abril de 1988, pp. 12-40. | spa |
| dc.relation.references | TEAS, R. K.(1993). Expectations as a Comparision Stándar in Measuring Service Quality: An Assessment of a Reassessment, Journal of Marketing, Vol.58, pp. 132-139. | spa |
| dc.relation.uri | http://hdl.handle.net/20.500.12749/22364 | spa |
| dc.rights.accessrights | info:eu-repo/semantics/openAccess | spa |
| dc.rights.creativecommons | Atribución-NoComercial-SinDerivadas 2.5 Colombia | * |
| dc.rights.local | Abierto (Texto Completo) | spa |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/2.5/co/ | * |
| dc.source | Revista Colombiana de Marketing; Año 03, Número 05 (Diciembre 2002); páginas 47-62 | spa |
| dc.subject.keywords | Service quality | spa |
| dc.subject.keywords | Public services | spa |
| dc.subject.keywords | Marketing of public services delivered at home | spa |
| dc.subject.keywords | Perceived quality | spa |
| dc.subject.keywords | Quality | spa |
| dc.subject.keywords | Consumer | spa |
| dc.subject.keywords | Business | spa |
| dc.subject.keywords | Administrative techniques | spa |
| dc.subject.lemb | Servicios públicos | spa |
| dc.subject.lemb | Calidad | spa |
| dc.subject.lemb | Consumidor | spa |
| dc.subject.lemb | Administración | spa |
| dc.subject.lemb | Técnicas administrativas | spa |
| dc.subject.proposal | Calidad de los servicios | spa |
| dc.subject.proposal | Marketing de servicios públicos | spa |
| dc.subject.proposal | Calidad percibida | spa |
| dc.title | Evaluación de la calidad de los servicios públicos domiciliarios | spa |
| dc.title.translated | Quality assessment of public services domiciliary | spa |
| dc.type | Article | eng |
| dc.type.coar | http://purl.org/coar/resource_type/c_6501 | |
| dc.type.coarversion | http://purl.org/coar/version/c_ab4af688f83e57aa | spa |
| dc.type.driver | info:eu-repo/semantics/article | spa |
| dc.type.hasversion | info:eu-repo/semantics/acceptedVersion | spa |
| dc.type.local | Artículo | spa |
| dc.type.redcol | http://purl.org/redcol/resource_type/ART |