Relationship between human capital, quality of service and customer satisfaction Quality of service
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Abstract
The quality of service has the fundamental purpose of meeting and exceeding customer expectations, which is why it has become an important and essential element for organizations and has been taken as a strategy to achieve competitiveness and customer satisfaction, allowing them to position themselves solidly in the market, without forgetting that the performance of human capital directly impacts the way and manner in which processes and procedures are developed within organizations, it is then, when human capital should be concerned about performing their activities and work as effectively and efficiently as possible.
The objective of this research is to establish the relationship between the performance of human capital, service quality and customer satisfaction, for which the Public Transportation Service is taken as a reference, where the different processes and procedures that are developed in this area and the way in which the personnel carry them out are analyzed, with the purpose of determining the influence they have on the quality of service and customer satisfaction. The study was descriptive and relational, with a non-experimental design. We worked with a non-probabilistic population census at the discretion of the researcher. An instrument was designed and applied to evaluate and measure customer satisfaction based on the user's level of satisfaction with the personnel and with the conditions of the service.
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Coral Yatmille Figueroa-Balbuena, Tecnológico de Estudios Superiores de Ixtapaluca - México
https://orcid.org/0000-0002-8053-2810
· Research professor with a focus on topics related to Human Capital, Quality, Management, Organizational Development, Human Behavior with experience in the area of Human Talent. · Full Time Professor in the Division of the Bachelor's Degree in Administration of the Tecnológico de Estudios Superiores de Ixtapaluca. · Collaborator in a project financed by the Tecnológico Nacional de México 2018. · Former Secretary of the Economic-Administrative Academy
María Juana Hernández-Flores, Tecnológico de Estudios Superiores de Ixtapaluca
https://orcid.org/0000-0002-1179-1966
Teacher, Researcher (Quality with humanistic approach, Organizational internal communication, Intangible assets, leadership styles, Blended Learning Model as a productive humanistic approach) and Full-Time Professor (Master and Bachelor's Degree) at the Tecnológico de Estudios Superiores de Ixtapaluca · Collaborator in Project Funded by the Tecnológico Nacional de México 2018 and 2019 · Member of the Academic Body in the Bachelor's Degree in Administration · Ex-President of academia Economic-Administrative · Teacher in Higher Secondary Education
José Héctor Varela-Romero, Tecnológico de Estudios Superiores de Ixtapaluca - México
· Administrator with specialization in Training and Training of Human Talent. · Preparation of a professional thesis focused on the impact generated by the user's perspective on the quality of service in the Metro Collective Transport System. Supported by strategic plans, procedure manuals, job description sheets and control mechanisms. · Restaurant manager with the mission of improving customer service, control of inputs and achieving an improvement in the work environment
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