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The general objective of this research is to compare the level of service quality in the network of auto repair shops (A, B and C) of an insurance company's agreement. The type of research applied in this study was descriptive-comparative, maintaining a quantitative approach.for the evaluation of the level of quality in the service provided by each auto repair shop, a questionnaire composed of 16 sentences was applied as a data collection instrument, divided into 4 areas: Customer Service, Efficiency, Reliability, Safety and Facilities; according to the repair service process given to the customers' vehicles.As results, the ratings of each aspect mentioned above were obtained and a general average of the rating obtained by each automotive workshop in the whole experience of their customers was made, interpreting it as the quality of the service provided and then the three workshops were compared among themselves. It is concluded, which workshop has a higher level of quality service and the number of dissatisfied customers in each one is identified, making recommendations.
Über den Autor / die Autorin
Brenda del Ángel Mora, Mestre em Administração Industrial pela Universidad Autónoma de Tamaulipas, México, membro da AISTAC. Atualmente é professora investigadora na Faculdade de Engenharia de Tampico, Universidade Autónoma de Tamaulipas. A sua investigação incide na área dos sistemas de produção.
