Análisis de la calidad de los servicios académico-administrativos en una universidad colombiana
| dc.contributor.author | Contreras Castañeda, Eduin D. | |
| dc.contributor.author | Fraile Benítez, Ana Mercedes | |
| dc.contributor.author | Suárez Parra, Augusto Bimberto | |
| dc.date.accessioned | 2020-02-04T16:06:24Z | |
| dc.date.available | 2020-02-04T16:06:24Z | |
| dc.date.issued | 2019 | |
| dc.description.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. | es_ES |
| dc.identifier.citation | Revista Lasallista de Investigación–Vol. 16 No 1–2019 | es_ES |
| dc.identifier.issn | 1794-4449 | |
| dc.identifier.uri | http://hdl.handle.net/10567/2636 | |
| dc.language.iso | es | es_ES |
| dc.publisher | Corporación Universitaria Lasallista, Editorial Lasallista | es_ES |
| dc.rights | Acceso abierto | |
| dc.rights.accessrights | info:eu-repo/semantics/openAcces | |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/2.5/co/ | |
| dc.subject | Corporación Universitaria Lasallista | es_ES |
| dc.subject | Calidad de los servicios | |
| dc.subject | Educación | |
| dc.subject | Universidad | |
| dc.title | Análisis de la calidad de los servicios académico-administrativos en una universidad colombiana | es_ES |
| dc.title.alternative | Analysis of the quality of academic-administrative services in a Colombian university | es_ES |