Evaluation of quality in service companies applying the Cronin and Taylor model. Case Crea real estate of the PUYO city.

Abstract

The client is increasingly demanding and requires that the service or products they acquire be of high quality, the service companies must be sure of the capacity they possess and what is the perception of the company's clients, so It is of fundamental importance to establish and measure the opinion of the clients. For this, the most recognized conceptual proposals for the evaluation of the perception of quality, its objectives and its differences are reviewed, to finally present an empirical evaluation of CREA real estate company of the city of Puyo using the model of Cronin and Taylor, SERVPERF.