Medición de la calidad en el servicio: una perspectiva desde la Educación Superior Pública

Abstract

The present research with a quantitative, non-experimental, cross-sectional and descriptive approach was carried out at an Institution of Higher Education (IES) of the Altiplano Region in the state of San Luis Potosí, whose objective is to measure the quality of the service according to the Perceptions and expectations of the transversal areas through the Servqual model. The target population of the study was the 1,287 students enrolled in the seven educational programs of the Highland Region Academic Coordination (COARA) of the UASLP and the 129 academic and administrative workers who work at the Institution. The results show how the evaluation by users vary according to their needs and expectations. It was identified that the dimension with the best evaluation is Responsiveness, followed by Empathy, Security, Reliability and Tangible Elements, thus indicating the order of importance and areas for improvement within the institution. Finally, a general evaluation is given to the institution with an average of 4.18 points. The students have a more favorable perception regarding the quality of the service compared to the academic and administrative.