Análisis de la calidad de los servicios académico-administrativos en una universidad colombiana
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2019
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Corporación Universitaria Lasallista, Editorial Lasallista
Resumen
Introduction. This article shows the final results of the research “Analysis of the quality of academic–administrative services in a Colombian university”. Objective. Determine the perception of students regarding the services offered. Materials and Methods. For the measurement, the Servqualing instrument was applied to a sample of 832 students who were selected by the systematic method. Results. Afactor analysis was carried out which showed three dimensions with 61.39% of the variance explained, KMO = 0.973 and a determinant of 0.01325. The reliability of the measuring instrument using Cronbach’s Alpha was 0.949, indicating a high reliability of the scale, and internal and external validity was obtained with significant statistical tests at 5%. Conclusions. The results show that the overall quality level of academic administrative services has a good perception with a score of 4.08 (80%), indicating that the best results were found in the items associated with dimension 3 and with opportunities for improvement, mainly in dimension 1. These results allow precise guidelines for decision making and lead to continuous improvement of service quality.
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Corporación Universitaria Lasallista, Calidad de los servicios, Educación, Universidad
Citación
Revista Lasallista de Investigación–Vol. 16 No 1–2019