dc.creatorValenzuela, Franco
dc.creatorEstocalenko, Jeysev
dc.creatorRojas, José
dc.creatorRaymundo, Carlos
dc.date.accessioned2021-06-07T17:12:57Z
dc.date.accessioned2024-05-07T02:07:12Z
dc.date.available2021-06-07T17:12:57Z
dc.date.available2024-05-07T02:07:12Z
dc.date.created2021-06-07T17:12:57Z
dc.date.issued2020-01-01
dc.identifier21945357
dc.identifier10.1007/978-3-030-25629-6_143
dc.identifierhttp://hdl.handle.net/10757/656345
dc.identifier21945365
dc.identifierAdvances in Intelligent Systems and Computing
dc.identifier2-s2.0-85069983424
dc.identifierSCOPUS_ID:85069983424
dc.identifier0000 0001 2196 144X
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/9325212
dc.description.abstractThe service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to measure service quality (SERVQUAL) and a conceptual/practical Lean Service model, with the aim of reducing the number of poorly performed technical repairs at a Toyota automobile dealership. The main result of the research was defining a practical guide to replicate the LSQ model. In addition, as the model’s first approach, the study demonstrated that, for the dealership under study, the rate of bad repairs was ultimately reduced by 5.17%.
dc.languageeng
dc.publisherSpringer Verlag
dc.relationhttps://link.springer.com/chapter/10.1007/978-3-030-25629-6_143
dc.rightsinfo:eu-repo/semantics/embargoedAccess
dc.sourceAdvances in Intelligent Systems and Computing
dc.source1018
dc.source917
dc.source923
dc.subject8D model
dc.subjectAutomotive dealer
dc.subjectAutomotive sector
dc.subjectContinuous improvement
dc.subjectLean Service
dc.subjectLSQ model
dc.subjectSERVQUAL
dc.titleLean service quality model to improve the performance of service in automotive dealer
dc.typeinfo:eu-repo/semantics/article


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