ASSESSMENT AND ANALYSIS OF THE QALITY OF A SUPPORT SERVICE DONE FROM USERS' STANDPOINT: FIRST STEP FOR REALIABILITY

Authors

  • Jorge Pérez Rave Universidad de Antioquia
  • Carlos Parra Mesa Universidad de Antioquia

DOI:

https://doi.org/10.15381/idata.v10i1.6352

Keywords:

service quality, service reliability, multivariate analysis, quality dimensions, customer satisfaction, technical support service.

Abstract

The assessment and analysis of the technical support service's quality of the Engineering Department of the University of Antioquia(Colombia) is show in this article. The aforementioned methodology integrates elements of: qualitative research, multivariable statistics, quality, probability theory and system reliability. In the present article is discussed that, quality analysis should be seen as the first step for reliability analysis, which is more effective for firms because it allows them to know the behavior of quality throughout time, the flaws in their service, their improvement activities must be oriented.

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Author Biographies

  • Jorge Pérez Rave, Universidad de Antioquia
    Ingeniero Industrial. Miembro de los grupos de investigación: Gestión de la Calidad, Ingeniería de Formación y, Ciencia y Tecnología Biomédica(CTB). Departamento de Ingeniería Industrial. Universidad de Antioquia, Colombia.
  • Carlos Parra Mesa, Universidad de Antioquia
    Estadístico MSc. Director del Grupo Ciencia y Tecnología Biomédica(CTB), Profesor del Departamento de Ingeniería Industrial. Universidad de Antiaquia, Colombia.

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Published

2007-07-16

Issue

Vol. 10 No. 1 (2007)

Section

Producción y Gestión

License

Copyright (c) 2007 Jorge Pérez Rave, Carlos Parra Mesa

Creative Commons License

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

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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.

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How to Cite

ASSESSMENT AND ANALYSIS OF THE QALITY OF A SUPPORT SERVICE DONE FROM USERS’ STANDPOINT: FIRST STEP FOR REALIABILITY. (2007). Industrial Data, 10(1), 070-079. https://doi.org/10.15381/idata.v10i1.6352