Aplicación del modelo SERVQUAL para medir la satisfacción en la atención al contribuyente en la agencia sur del Servicio de Rentas Internas de la ciudad de Quito durante el periodo 2016

Abstract

The research work consists of improving the service by applying the SERVQUAL model to the southern agency of the Internal Revenue Service of the city of Quito. The general objective is to elaborate a SERVQUAL model, in order to provide efficient and effective efficient attention, in the processes, attention times, waiting times, and the deal with the official. To achieve this objective, customer surveys have been applied to obtain information relevant to the customer service process, as well as inductive-deductive, analytical-synthetic methods. In order to achieve good customer service, the map of processes, procedures, management systems, indicators has been proposed in order to guide the agency to have continuous improvement for the benefit of taxpayers. Using the SERVQUAL method, it is determined that there are shortcomings in the attention to the taxpayer, related to the quality in the processes, quality of service times, so it was proposed the implementation of a process management system, where one can have control more detailed in the same that will be made according to performance indicators of each process.