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La Evaluación De La Calidad De Los Servicios A Partir De La Satisfacción De Los Clientes: Una Mirada Desde El Entorno Empresarial Cubano

Author

Listed:
  • Saadia Reyes Benítez
  • Juan Carlos Mayo Alegre
  • Néstor Alberto Loredo Carballo

Abstract

Existen diversas metodologías para la evaluación de la calidad del servicio, sin embargo, la mayoría de los autores coinciden en que ello depende principalmente del criterio y la satisfacción o insatisfacción de las expectativas que un cliente obtenga durante el mismo. Así, constituye un problema la no existencia de un documento que muestre la dependencia de estos términos a partir de un análisis histórico de ambos hasta la actualidad.

Suggested Citation

  • Saadia Reyes Benítez & Juan Carlos Mayo Alegre & Néstor Alberto Loredo Carballo, 2009. "La Evaluación De La Calidad De Los Servicios A Partir De La Satisfacción De Los Clientes: Una Mirada Desde El Entorno Empresarial Cubano," Observatorio de la Economía Latinoamericana, Servicios Académicos Intercontinentales SL. Hasta 31/12/2022, issue 113, april.
    • Handle: RePEc:erv:observ:y:2009:i:113:7
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