Service quality evaluation and its impact on user satisfaction in Spain and Paraguay

Abstract

This study examined gender differences in the analysis of customer quuality of different sociocultural contexts and their repercussion in the perception of the satisfaction of the received service. The study was based on a survey of 1008 Spanish clients and 176 Paraguayans customers that go to different services. The results of an empirical study support the hypothesis that, in spite of the cultural divergences, similarities exist in the perception of the quality and in the analysis of customer satisfaction. Concretely, this paper provides importants information for services to use in the improvement of the quality and, also, seek to increase the levels of customer satisfaction. In the same way, the data show the decisive paper of the expectations in the service quality and
customers satisfaction.