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.
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