Qualification of the services provided by the ANDE to users in the District of Salto del Guairá - Department of Canindeyú

Abstract

Business organizations are in an environment of constant changes to which it is essential to adapt to remain in the market. At the same time they must keep up with competitiveness, which leads them to realize the importance of pleasing the client for the achievement of business objectives; for this reason, the purpose of this study is to identify the quality of services and the level of satisfaction of ANDE customers in the city of Salto del Guairá. The level of research was descriptive. The clients of the ANDE of the city of Salto del Guairá constituted the population, from which a sample number of 58 people was randomly selected, through a simple random sampling. The data collection instrument was a form with open and closed questions that serves to detect the level of customer satisfaction, called Servqual Scale, which was analyzed and it could be deduced that the majority of customers surveyed marked option 3 of each item. This option corresponding to the “moderately satisfied” statement implies a medium level of customer dissatisfaction, that is, a customer who is not entirely sure of his satisfaction with the service received is a customer dissatisfied with the company, whether for small details in the care or service they have used. Concerning modern equipment, the clarity of the material elements, the physical facilities, the majority of respondents answered feeling moderately satisfied, at 50%, 75%, and 72% respectively. Likewise, in terms of the sufficiency of materials, 80% of the clients expressed feeling dissatisfied, as in obtaining the expected service and in the equality in the care received. About convenient schedules, 20% dissatisfied, 20% dissatisfied, and 40% moderately satisfied; thus noticing the minority of customers who feel satisfied or very satisfied with the services used. The present investigation is completed by accepting the hypothesis raised since most of the Company’s clients responded that they feel moderately satisfied concerning the survey questions, and this demonstrates the lack of satisfaction with the quality of the services received.