Aplicación del modelo SERVPERF para medir el nivel de satisfacción de los usuarios del servicio de crédito de Comfamiliar del Huila sede principal Neiva.

Abstract

This study measures the level of satisfaction of the users of Comfamiliar Huila credit service main office in Neiva. The study is descriptive, considering that the population taken into account is the credit users of Comfamiliar Huila's main office in Neiva. The service was measured following the guidelines of the SERVPERF model, which is based on customer perceptions. Data collection was carried out through a survey technique , which was applied to 377 clients, who take the service in the facilities and data were collected through a format containing closed questions, that allows measuring the five components of quality customer service: tangible elements, reliability, staff re empathy; the answers are measured on a Likertsponsiveness, security, and warmth or type scale from 1 to 7. The results showed that the highest rating was obtained for the responsiveness dimension, and the lowest for reliability. The final customer service rating for all the components added together was 5.67, corresponding to good or moderately in agreement with the service being provided.