Análisis de los niveles actuales de satisfacción en los clientes o usuarios de las actividades comerciales ofrecidos por la empresa de servicios públicos Caribabare E.S.P. Con miras a dar cumplimiento a las normas ISO 9001:2008.

Abstract

The present study seeks to find out the impact or degree of quality of the service provided CARIBARE E.S.P. in satisfaction of the customer or user and how this relationship affects the company. We define our problems on the basis of facts and claims executed by the customers or users of the entity providing basic services in Tame Arauca. The objetive of the research is aimed to determine the influence of the quality of service in the satisfaction of the customers or users of the public entity, according to the definitions of quality is to translate the needs of users in features measurable, only in this way a product or service may give satisfaction to the customer or user. It was applied a quantitative paradigm already that will carry out a survey and suggestions mailbox for information about the opinion and characteristics of the object of research, it should be noted that the survey will be for both users and customers. The hypothesis pointed out that a relation exists between the quality of service and the satisfaction of the client in the sense that, on having improved the quality in the service, increases the satisfaction.