Propuesta de mejora de la calidad del servicio aplicable a centros de diagnóstico automotor

The purpose of the technical-mechanical inspection carried out in automotive diagnostic centers is to ensure road safety and environmental protection, under reliable and quality conditions. The objective of this work is to develop a proposal to improve the quality of service provision in automotive diagnostic centers. Based on the exploration of the key factors of quality in the provision of the service, a diagnosis of the current state of customer satisfaction was provided, additionally, opportunities for quality improvement were identified, to conclude with the development of an improvement proposal. The proposal involves the necessary activities to strengthen the competitiveness of the diagnostic centers, considering as key factors the staff competence, as well as the knowledge of the needs and expectations of the clients. Finally, based on the results obtained during the research, it is concluded that automotive diagnostic centers should implement effective controls that allow the detection of expectations and customer loyalty, to eliminate those activities that do not generate value to the organization and thus provide positive experiences to their customers, constantly learning from them.