The Evaluation of the Service and Its Impact on Brand Value

Abstract

For service companies, one of the most difficult challenges to measure is brand value, considering the subjectivity of the service, given by consumer perception. In this way, the objective of this chapter is to know the elements that provide value to the service company's brand. To carry out the study, the authors deepen the concepts of service and brand considering the SERVQUAL and CSI questionnaires, which allow them to obtain indexes of measurement of the quality of services and brand valuation and apply them in the English language teaching institutes in Guayaquil (Ecuador). The results show that five high-importance schools have valuation elements that build their brand with characteristics that differentiate them, but also with others that resemble them. Understanding each of the brands and variables, they propose an initial model that allows analyzing this industry in which elements relevant to the consumer are observed.