Evaluación de la calidad del servicio brindado por una PyME

Service quality is a concept of particular importance for companies because customers, after receiving a service, compare it with their expectations. The expected service is formed on the basis of previous experiences, comments from relatives and advertising. If the perceived service does not have the level expected customers lose interest. But, on the other hand, if such service matches or exceeds expectations, it is likely that customers will return. In this scenario, service quality is considered as a subjective concept, which depends on the opinions of customers and which is a perception thereof over the service compared with previous consumer impressions. Every service provider has to define and measure the customer satisfaction permanently. Consumers who do not complain to the dissatisfaction of the service received may choose the competition and carry out a process of negative communication regarding the company. This paper presents a linguistic model of the service quality assessment that uses aggregation operators of linguistic information dealing with words directly. They are a significant contribution by enabling the sorting and classification of the data obtained in a process of aggregation without loss of information, and also operate with information linguistically weighted. Subsequently, the model is applied to the assessment of the service quality offered by a restaurant, a hostel and a gym. La calidad del servicio es un concepto de particular importancia para las empresas porque, los clientes, después de recibir un servicio, lo comparan con el esperado. El servicio esperado se forma sobre la base de experiencias anteriores, comentarios de allegados y publicidad. Si el servicio percibido no tiene el nivel del servicio esperado, los clientes pierden interés. Pero, en cambio, si el servicio percibido iguala o excede las expectativas, es muy posible que los clientes regresen. En este escenario, se puede considerar la calidad de servicio como un concepto subjetivo, que depende de las opiniones de los clientes y que resulta de una percepción de los mismos sobre la prestación del servicio comparado con impresiones previas al consumo. Toda empresa prestadora de servicios tiene que definir y medir permanentemente la satisfacción de los clientes. Los consumidores que no se quejan ante la disconformidad del servicio recibido pueden optar por irse con la competencia y realizar un proceso de comunicación negativa respecto de la empresa. En este trabajo