Análisis de la calidad de los servicios académico-administrativos en una universidad colombiana
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Date
2019
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Lasallista, Editorial Lasallista
Abstract
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.
Description
Keywords
Corporación Universitaria Lasallista, Calidad de los servicios, Educación, Universidad
Citation
Revista Lasallista de Investigación–Vol. 16 No 1–2019