Customer perception of service quality in times of covid-19

Abstract

The purpose of this research was to determine the level of perception of service quality among customers of an information technology services company in Lima during the Covid-19 period. The study corresponds to the quantitative approach. The type of research is basic. In this sense, the design is descriptive. The sample was chosen by convenience, non- probabilistic sampling and 122 clients were considered. The instrument used was the SERVQUAL model for measuring service quality, assessing five dimensions (tangibility, responsiveness, reliability, empathy, and security). The data collected were analyzed using the SPSS statistical program. Result: The highest percentage of service quality is found in the medium level with 98.4%, representing 120 clients of the study sample. Followed by the low level with 1.6 % representing 2 clients. None in the high level. It was concluded that the quality of services in private companies around information technology, have an acceptable management for customers who have qualified, in the assessment of medium level this implies that, in terms of quality of service, there are some dimensions that should be improved since it seeks to reach the optimum level of quality of services.