Tangibles

Eficiencia
Responsa
bilidad
Seguridad
Empata

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22

Avg
6.3
6.9
6.2
5.9
6.5
6.8
6.8
6.6
6.2
5.9
6.8
6.3
6
6
6
6.3
5.4
4.9
6.5
4.6
5.4
6.2

6.33

6.58

6.25

5.92

5.52

Avg
6
6.2
5.8
6.1
6.2
5.7
6.3
6
5.8
6.1
5.3
5.4
4.6
6.1
6.5
6.5
5.8
4.7
5.5
4.1
5.4
5.5

6.04

5.98

5.35

6.21

5.05

Avg
-0
-1
-0
0.2 -0.288
-0
-1
-0
-1
-0
-0.6
0.2
-1
-1
-1 -0.904
0.1
0.5
0.2
0.5 0.288
-0
-1
-1
0
-1 -0.477

Tangible
Eficiencia
Responsabilidad
Seguridad
Empata

Tangible
Eficiencia
Responsabilidad
Seguridad
Empata

Expectativa Percepcin Servquad Ponderacin

6.33
6.58
6.25
5.92
5.52

6.04
5.98
5.35
6.21
5.05

(0.29)
(0.60)
(0.90)
0.29
(0.48)

36.15
18.92
17.69
15.54
10.15

Servquad
C1 C2 C3 C4 C5 C6 C7
Ponderado
(10.43) 25 60 30 50 20 30 40
(11.35) 15
15 20 20 40 15 10
(15.99) 30 10 15 15 20 10 30
4.48 20
10 25
7 10 20 10
(4.84) 10
5 10
8 10 25 10
100 100 100 100 100 100 100

Expectativa Percepcin Servquad Ponderacin Servquad Ponderado

5.33
6.04
0.71
10.00
7.08
6.58
5.98
(0.60)
16.00
(9.60)
6.25
4.35
(1.90)
17.00
(32.30)
3.20
6.21
3.01
19.00
57.22
5.52
5.05
(0.48)
38.00
(18.12)

C8 C9
15 50
25 15
10 10
15 15
15 10
80 100

C10 C11 C12 C13 C14 C15 C16

20 30 50 50
6 15 30 20
20 25
5 30
40 20 10
0
14 10
5
0
100 100 100 100