Resumo

SALVADOR FERRER, Carmen María. Percepción de los paraguayos de la calidad de servicios: Indicadores de mejora. Psicol. Am. Lat. [online]. 2006, n.7. ISSN 1870-350X.

In the last decades numerous works have been realized to diagnose the dimensions of the quality of the service. Generally, one is in the habit of using as unit of analysis the criterion of the client. Following(continuing) this keynote, in this work we try to evaluate the dimensions of the quality of the service. The obtained information denotes that in Paraguay they highlight tangible elements, safety and overcoming expectation. Regarding the study of the quality, we think that there stands out the paper(role) of the expectations of the service and overcoming expectation. At the same time the information reflects the great repercussion that the expectations have in the satisfaction of the client.