Identification of the satisfaction of Tecnológico Espíritu Santo students with the different institutional processes and services

Abstract

A result of the research project Balcony of services to optimize Customer Experience at TES, corresponding to the Higher University Technology course in Marketing and Commercial Management, was presented. It responded to the result of the diagnosis of the current state of the institutional processes to identify their level of quality and customer satisfaction at TES. The research is of an exploratory type, aided by instruments such as the survey and the audit of the service protocols of the areas of student welfare, admissions and cashier's office, which made it possible to identify the students' satisfaction with the different processes and services provided by the institution. The results indicate the need to implement a service balcony that responds to the needs of students in correspondence with the institutional processes and services.