Desarrollo de un software para evaluar la calidad del servicio de atención a los usuarios de la Espoch.

Abstract

The objective of this work is to develop a system to evaluate the quality of the customer service of the Escuela Superior Politécnica de Chimborazo. We carried out a study of the processes that must be fulfilled for the management and administration of the quality evaluation system. We utilized the SERVQUAL model, which measures user satisfaction levels, to develop the system; PHP tools were utilized as the programming language, the Laravel framework for the front-end and MySQL as the database manager in the web and mobile modules. For a better development of the work team, the SCRUM methodology was utilized to divide this research into sprints that include feedback meetings. We created two test scenarios with students and administrative staff, and to obtain data, the efficiency of the system was evaluated based on the temporal behavior according to the ISO/EC 25010 standard. Complementing the research, we performed an analysis through inferential and descriptive statistics for the response times with the system of 0.45 minutes and without the system of 2.45 minutes. It is concluded that the response times obtained in each process comply with a reduction of 81.63%, which would be the expected level of efficiency for the developers of the research.