Bibliographic citations
García, J., Valencia, C., More, J., Acosta, A., Astudillo, C. (2018). Calidad del servicio en el sector transporte urbano moderno en Lima Metropolitana [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/12649
García, J., Valencia, C., More, J., Acosta, A., Astudillo, C. Calidad del servicio en el sector transporte urbano moderno en Lima Metropolitana []. PE: Pontificia Universidad Católica del Perú; 2018. http://hdl.handle.net/20.500.12404/12649
@mastersthesis{sunedu/2653781,
title = "Calidad del servicio en el sector transporte urbano moderno en Lima Metropolitana",
author = "Astudillo Rodríguez, Christian Jesús",
publisher = "Pontificia Universidad Católica del Perú",
year = "2018"
}
Throughout time service quality has been a part of business, but only recently it is conceived as a fundamental part of a business’ strategy to promote economic growth, sustainability and long term relationship with customers. It is therefore of great importance for a business to be able to measure its performance to correctly assess and implement strategies that will serve its purpose in offering optimal service quality to its customers. Throughout the years many models have been created for measuring service quality; a particular model, SERVQUAL, is the most widely used and accepted. Despite its worldwide popularity, in Peru, this model has not been validated on an academic level for measuring service quality in the modern urban transport sector of Metropolitan Lima. This study has the objective of validating the SERVQUAL model applied to the modern urban transport sector of Metropolitan Lima and measuring the impact of its dimensions on its perceived service quality. This research therefore provides empirical evidence of the relationship and impact between SERVQUAL’s dimensions and the perceived service quality in the sector. The results indicate that all dimensions of the chosen model, both as a whole and individually, have a positive impact on the perceived service quality. Furthermore, the research provides evidence of a validated tool to measure and diagnose the level of service quality in the urban transport sector of Metropolitan Lima.
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