THE SERVPERF MODEL AS A SERVICE QUALITY ASSESSMENT TOOL IN A COMPANY

The objective is to determine the use of the Servperf model as a tool for evaluating the quality of service of a food retailing company, by identifying the valuation of customers on the commercial activity carried out by workers of the organization, as well as identifying the deficiencies in their service processes. To carry out this research, a descriptive methodology was used, using exploration techniques as a questionnaire application with twenty questions addressed to users of the food retail service in the city of Piura. The objective is to know the real assessment of customers by applying the alternative service evaluation model that measures quality from the perspective of the client, diagnosing each of its dimensions which globally qualify the company, identifying the processes they need to implement a successful strategy to increase their estimate.