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This article shows the results of the evaluation of the quality of the service through the use of the American Consumer Satisfaction Model Index (ACSI) in a Public Vehicle Registration Unit. The dimensions evaluated were: expectations, perceived value, perceived quality, satisfaction, loyalty and claims. The methodology is configured by bibliographic analysis, field research in which 379 users of enrollment services participated, and data processing through a confirmatory factor analysis. A questionnaire of 16 questions was used which had a Cronbach's Alpha of 0.903, the inferential statistical analysis was carried out using Pearson's correlations and linear regression. The most outstanding results showed a negative trend that derives from a higher probability of claims, in addition to a higher correlation directed to the results expressed through customer complaints with a Pearson correlation value of 0.681 and a p value of 0.000, therefore which the failures in the service generation processes lead to lower levels of satisfaction, which showed that the quality of the services depends on the actions that are carried out to fulfill beyond the expectations of the clients.

Evaluación de la calidad en el servicio mediante el modelo ACSI: caso unidad de matriculación vehicular en Ambato-Ecuador