The reliability in the quality of a product or service of a company
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Abstract
The study presents a qualitative and quantitative descriptive research, its purpose is to analyze the quality of the service with respect to the reliability dimension in a tortilla shop in the municipality of Escárcega, Campeche through the application of the SERVQUAL methodology. Mostly there is a lack of commitment from employees to provide quality service to customers in companies. The data collected were from the application of the questionnaire of the aforementioned methodology, the Likert scale is used, based on the five dimensions of the model with a total of 20 items of which 4 items of the reliability dimension are considered for analysis. On the other hand, according to the analyses carried out, it was possible to determine that reliability is the most important dimension for customers compared to the other dimensions; it means that the company keeps its promises about delivery, service delivery, troubleshooting and pricing; that is, if the staff has the ability to serve the customer with quality. According to the results obtained through a Pareto graph in which there is a high level of satisfaction when charging the product with a result of 26.61%, leaving as a low level of dissatisfaction the solution of a problem or conflict with only 23.18%, finally a cause-effect diagram is made to identify the possible causes of the low level of dissatisfaction of the company.
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Karely Itzel Valenzuela-Pérez , Instituto Tecnológico Superior de Escárcega - México
I am Karely Itzel Valenzuela Pérez, a Bachelor of Administration student at the Higher Technological Institute of Escárcega. Being my first Student Research Colloquium "The dimension of reliability in the quality of the product or service of a company", which works hand in hand with Mery Yein Carrera Torres and advises Mtra. Geidy Gómez Xul; on the other hand, it has motivated us to carry out research towards companies; also that it has allowed me to be part of this research article within the area of quality management
Mery Yein Carrera-Torres , Instituto Tecnológico Superior de Escárcega - México
https://orcid.org/0000-0002-5148-9569
I am Mery Yein Carrera Torres, a Bachelor of Administration student at the Higher Technological Institute of Escárcega. Being my first Student Research Colloquium "The dimension of reliability in the quality of the product or service of a company", which works hand in hand with Karely Itzel Valenzuela Pérez and advises the
Prof. Geidy Gómez Xul; on the other hand, we have been motivated by an investigation carried out towards companies; also that it has allowed me to be part of this research article within the area of quality management.
Geidy de los Ángeles Gómez-Xul, Instituto Tecnológico Superior de Escárcega - México
https://orcid.org/0000-0003-0225-9940
Professor of the administrative area for 16 years at a higher level, master's studies in Administrative engineering, Prodep profile, member of the academic body "Management and development of companies" with code ITSESCA-CA-2, certification in the standard of competence EC0647 "Promote the meaningful learning in Higher and Higher Secondary Education ”. Research related to issues of Corporate Social Responsibility, Digital Marketing, Competitiveness, Entrepreneurship.
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