Categorización de los atributos del servicio técnico de electrodomésticos y su incidencia competitiva

Abstract

The present work focuses on the categorization of the attributes of the electrical appliance technical service and its competitive incidence. The main objective is to identify the most important attributes for customers when receiving a repair, maintenance or installation service for their household appliances, and to analyze how these attributes affect the competitiveness of companies in the market. The methodology used consisted of obtaining information from a primary source through focus groups and individual interviews, and a secondary source through the bibliographic review. The Kano method was used to categorize the attributes and a competitive incidence analysis was carried out to evaluate the dependence of the delight attributes and the clients in the city of Cuenca with the statistical test of X 2 . The main results revealed that clients consider the time of service and the professionalism of the organization as more important. In addition, other attributes not mentioned in the bibliography were identi fied, such as the variety in the payment method, the support of the service provided, and the feedback from the commercial house. In conclusion, this study provides valuable information on the attributes of electrical appliance technical service and its competitive impact. The results highlight the importance of providing fast and professional service, as well as the need to offer flexible payment options and contact at all times. These findings can help companies improve their competitiveness in the market.