Aspectos de la Calidad del Servicio en las Unidades de Servicios y Prestaciones a los trabajadores de la Industria Petrolera

Published in: Engineering for a Smarter Planet: Innovation, ITC, and Computational Tools for Sustainable Development: Proceedings of the 9th Latin American and Caribbean Conference for Engineering and Technology
Date of Conference: August 3-5, 2011
Location of Conference: Medellin, Colombia
Authors: Anne Teresa Morris Díaz
Carlos Rodríguez Monroy
Antonio Vizán Idoipe
Moisés Enrique Martínez Soto
Refereed Paper: #93

Abstract

The object of this paper is to evaluate the quality of service that the Unit of Services and Benefits offers to the worker of the petroleum Venezuelan industry. It was applied a descriptive, comparative, of field, not experimental, transactional and expo-fact investigation, across the SERVQUAL model, which measures the quality of the service through an instrument of multiply scale with standardized, reliable and validate questions, that use the companies in order to understand better the expectations and perceptions of the employees with regard to a service. As result of the study, the SERVQUAL model reached a value of 76, 56 points, about 100 maximum of satisfaction and the dimensions obtained average values major to 15 about 20 maximum points of satisfaction. It is concludes that the quality of the service is very good due to the high degree of motivation, training of the employees, and, for the normalization, standardization and automation of the operative and administrative management of the petroleum industry and thus of the unit.