Revistas de investigación UNMSM

Internal Customer Service Quality Based on the SERVQUAL Model and Its Relationship with Job Satisfaction in a Heavy Freight Transportation Company in Metropolitan Lima, 2021

Authors

  • Renzo José Rodríguez Carrasco Sistema Integrado de Gestión y Recursos Humanos en Supervan SAC. Lima, Peru
  • Justina Uribe Kajatt Universidad Nacional de Ingeniería. Lima, Peru https://orcid.org/0000-0002-2691-3073
  • Daniel Enrique Rey-de-Castro Hidalgo Universidad de Lima. Lima, Peru https://orcid.org/0000-0002-0610-2150

DOI:

https://doi.org/10.15381/idata.v26i1.24243

Keywords:

service quality, internal customer, SERVQUAL model, job satisfaction, heavy freight transportation

Abstract

The main objective of this research study is to determine the relationship between service quality and job satisfaction using the SERVQUAL model. Likewise, it seeks to determine the relationship between dimensions reliability, responsiveness, security, empathy, and tangible elements, and the variable job satisfaction. A methodology based on a mixed quantitative-qualitative approach was used, the level is descriptive-correlational, and the design is non-experimental and cross-sectional. The population consisted of 98 heavy truck drivers. Data were obtained through Likert-type scale surveys. The methods of analysis used were descriptive and correlational. Results indicate that the variables service quality and job satisfaction correlate positively and highly (0.783); therefore, it is concluded that internal customer service quality and all its dimensions are related to job satisfaction.

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Author Biographies

  • Renzo José Rodríguez Carrasco, Sistema Integrado de Gestión y Recursos Humanos en Supervan SAC. Lima, Peru

    Degree in Tourism and Hotel Management. Currently working as head of the Integrated Financial and Human Resources Management System at Supervan SAC (Lima Peru).

  • Justina Uribe Kajatt, Universidad Nacional de Ingeniería. Lima, Peru

    PhD in Administration and Education from Universidad Nacional Federico Villareal (Lima, Peru). Currently working at the Graduate Unit of the School of Economic Engineering Statistics and Social Sciences of Universidad Nacional de Ingeniería (Lima, Peru).

  • Daniel Enrique Rey-de-Castro Hidalgo, Universidad de Lima. Lima, Peru

    Master’s degree in Business Management. Currently working as researcher and head of Transportation at Universidad de Lima (Lima, Peru).

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Published

2023-07-31 — Updated on 2023-10-12

Issue

Vol. 26 No. 1 (2023)

Section

Producción y Gestión

License

Copyright (c) 2023 Renzo José Rodríguez Carrasco, Justina Uribe Kajatt, Daniel Enrique Rey-de-Castro Hidalgo

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

AUTHORS RETAIN THEIR RIGHTS:

a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.

b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in the INDUSTRIAL DATA.

c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).

How to Cite

Internal Customer Service Quality Based on the SERVQUAL Model and Its Relationship with Job Satisfaction in a Heavy Freight Transportation Company in Metropolitan Lima, 2021. (2023). Industrial Data, 26(1), 179-202. https://doi.org/10.15381/idata.v26i1.24243