La calidad de servicio en las entidades públicas.

Abstract

The product of globalization has generated the search for the development of activities that improve the level of efficiency and competitiveness, in different benefits or actions who offer and seek to be served by services. It is too complex to define and measure the quality of the services and assess the level of satisfaction for their attention; likewise, it has become a matter of consistency to try to explain the perceptions of each user or citizen. It is essential to have a methodology that efficiently and equitably measures the type of assignment that is offered. This article is the product of documentary analysis of 40 publications by different authors where they manage to analyze the concept of service quality, and explain the existing methodologies that seek to measure the intangible aspects of assistance. It is concluded that quality is a very generic concept in conceptualizing it and how to assess the level of satisfaction, because the perception of the behavior of the beneficiaries is intimate and therefore the characteristics and impressions about the types of services where they obtain sometimes in different reasons for each behavior of the favored party. Many standards are now known that seek to evaluate the quality of service, the most used being the SERVQUAL type.