Assessment of service quality through the ACSI model: vehicle registration unit case in Ambato-Ecuador
Article Sidebar
Main Article Content
Abstract
This article shows the results of the evaluation of the quality of the service through the use of the American Consumer Satisfaction Model Index (ACSI) in a Public Vehicle Registration Unit. The dimensions evaluated were: expectations, perceived value, perceived quality, satisfaction, loyalty and claims. The methodology is configured by bibliographic analysis, field research in which 379 users of enrollment services participated, and data processing through a confirmatory factor analysis. A questionnaire of 16 questions was used which had a Cronbach's Alpha of 0.903, the inferential statistical analysis was carried out using Pearson's correlations and linear regression. The most outstanding results showed a negative trend that derives from a higher probability of claims, in addition to a higher correlation directed to the results expressed through customer complaints with a Pearson correlation value of 0.681 and a p value of 0.000, therefore which the failures in the service generation processes lead to lower levels of satisfaction, which showed that the quality of the services depends on the actions that are carried out to fulfill beyond the expectations of the clients.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
1. Derechos de autor
Las obras que se publican en 593 Digital Publisher CEIT están sujetas a los siguientes términos:
1.1. 593 Digital Publisher CEIT, conserva los derechos patrimoniales (copyright) de las obras publicadas, favorece y permite la reutilización de las mismas bajo la licencia Licencia Creative Commons 4.0 de Reconocimiento-NoComercial-CompartirIgual 4.0, por lo cual se pueden copiar, usar, difundir, transmitir y exponer públicamente, siempre que:
1.1.a. Se cite la autoría y fuente original de su publicación (revista, editorial, URL).
1.1.b. No se usen para fines comerciales u onerosos.
1.1.c. Se mencione la existencia y especificaciones de esta licencia de uso.
Sandy Macarena Gancino-Vergara, Universidad Técnica de Ambato - Ecuador
My professional training includes a master's degree in public administration at the Technical University of Ambato. I have an engineering degree in foreign trade from the Higher Polytechnic School of Chimborazo. In the professional field, I have forged a broad path in the Public sector, both in the Illustrious Municipality of Ambato and in the Secretary of Sports, in addition to other institutions that gave me the necessary expertise to meet the needs of the general public. Both my academic and professional training has allowed me to get involved in the world of research with the aim of responding to the needs presented, thus contributing to the development of a competitive environment.
Eugenia Mercedes Chasillacta-Amores, Universidad Técnica de Ambato - Ecuador
Commercial Engineer of the Army Polytechnic School, Higher Diploma in the Private Technical University of Loja. She has served in the private sphere as administrator of companies dedicated to the provision of medical services, as well as adviser in the accounting-tax field and in the public sector, in institutions such as Ecuadorian Air Force (Clínica FAE Latacunga , Technical School of the Air Force, Education Unit FAE N° 5, Special Presidential Air Transport Group), Cotopaxi Public Mobility Company Ministry of Education, National Council for Equality of Peoples and Nationalities in the Administrative and Financial areas.
Daysi Lucía Viteri-Arias, Universidad Técnica de Ambato - Ecuador
Degree in Accounting and Auditing - CPA, Financial Analyst of the Municipal GAD of the Cantón Salcedo.
References
American Costumer Satisfaction Index. (2019). The Science of Customer Satisfaction. Obtenido de https://www.theacsi.org/about-acsi/the-science-of-customer-satisfaction
American Customer Satisfaction Index. (2020). The Science of Customer Satisfaction. Obtenido de https://www.theacsi.org/about-acsi/the-science-of-customer-satisfaction
Arias, F. (2012). El Proyecto de Investigación. Caracas: Editorial EPISTEME.
Baena, G. M. (2014). Metodología de la Investigación. México D.F.: Grupo Editorial Patria.
Cañón, A. E., & Rubio, D. (2018). Importancia de la utilización del modelo SERVQUAL a partir de una revisión sistemática. Fundación Universitaria de Ciencias de la Salud.
Cássia, A., & Gonçalves, C. (2005). Modelo de satisfação ACSI modificado no setor de telefonia móvel. Revista de Administração de Empresas.
Duque, E. (2005). Revisión del concepto de calidad del servicio y sus modelos de medición. INNOVAR. Revista de Ciencias Administrativas y Sociales, 64-80.
Duque, E. J., Cervera, A., & Rodríguez, C. (2006). Estudio bibliométrico de los modelos de medición del concepto de calidad percibida del servicio en Internet. Innovar, 223-243. Obtenido de http://www.scielo.org.co/scielo.php?script=sci_arttext&pid=S0121-50512006000200013#t3
Dutka, A., & Mazia, A. S. (2013). Manual de AMA para la satisfacción del cliente. Buenos Aires: Editorial Granica.
González, F., Cabrera, C., & Piguave, L. (2017). Servicio al cliente en el Ecuador. RECIMUNDO: Revista Científica de la Investigación y el Conocimiento, 559-577.
Harsh, V. (2008). Services Marketing: Text And Cases. New Delhi: Pear.
Ilieska, K. (2011). Knowledge for customer satisfaction- As a base for new strategic management. Škola biznisa.
INEC. (2008). Calidad de los servicios en Ecuador junio de 2008. Quito. Obtenido de https://www.ecuadorencifras.gob.ec/documentos/web-inec/Bibliotecas/Estudios/Estudios_Economicos/Calidad_Servicio_2008.pdf
Lloret, S. (2014). El Análisis Factorial Exploratorio de los Ítems: una guía práctica, revisada y actualizada. Anales de Psicología. Obtenido de http://scielo.isciii.es/scielo.php?script=sci_arttext&pid=S0212-97282014000300040
Matsumoto, R. (2014). Desarrollo del Modelo Servqual para la medición de la calidad del servicio en la empresa de publicidad Ayuda Experto. Revista Perspectivas. Obtenido de http://www.scielo.org.bo/scielo.php?script=sci_arttext&pid=S1994-37332014000200005
Mohammad, S. (2012). An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector. The TQM Journal, 529 - 541.
Muhammad, M., Mubashir, I., & Muhammad, K. (2014). Service Quality of News Channels: A Modified SERVQUAL Analysis. Observatorio.
Ospina, S., & Gil, I. (2011). Cuadernos de Administración. Índices nacionales de satisfacción del consumidor. Una propuesta de revisión de la literatura, 35-57.
Pérez, V. C. (2016). Calidad Total en la Atención al Cliente. Madrid: Ideaspropias Editorial.
Pizarro, R. (2011). Validación de un instrumento para la evaluación de la interpretación de los resultados de estudios de investigación en los residentes de un hospital universitario. Educación Médica, 171-17.
Secretaría Nacional de Planificación y Desarrollo. (2011). Guía para la formulación de políticas públicas sectoriales. Quito: SENPLADES.
Stamatis, D. (2018). Total Quality Service: Principles, Practices, and Implementation. Cleveland: CRC Press.