Resumo

VARGAS HERNANDEZ, José Guadalupe; ZAZUETA, Mario Guadalupe  e  GUERRA GARCIA, Félix Ernesto. The quality of service in a pizza local company in Mochis, Sinaloa. Rev. esc.adm.neg [online]. 2010, n.68, pp.24-41. ISSN 0120-8160.

The main objective of this paper is the analysis of the service quality in a pizza local company in Monchis, Sinaloa adapting the SERVQUAL model. To do this, we identify the differences between the expected and the perceived in the service quality through the proposed dimensions by Zeithaml: the tangible, the viability, the answer capacity, the security and the empathy. The results show in the tangible that local clients expect the best flavor than the best image, and also to improve the service quality, one should not always follow a leader in terms of a strategic mix of resources.

Palavras-chave : SERVQUAL Model; Service Quality; Pizza Local Company.

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