Aplicación del modelo SERVQUAL para medir el nivel de aceptación y pertinencia de los actores de la Escuela Superior Politécnica de Chimborazo

Abstract

The application of the SERVQUAL model to measure the level of acceptance and relevance of the actors of Escuela Superior Politecnica De Chimborazo has as a purpose to have a statistical tool that allows to measure the level of quality of the existing service in its actors for which it has been proposed the This model has been developed and it has been started by gathering information from all the actors of the ESPOCH these are (students, teachers and employees) and to determine what are the relevant variables for each of them, when performing an analysis of the main variables Has structured surveys directed to each actor of the institution which have 4 different dimensions. When applying the surveys to students, teachers and employees, the results that could be obtained were to appreciate the main strengths and shortcomings in the educational and administrative services, perceived by each actor giving us a real point and to be able to develop different tentative strategies that allow to provide an educational service Of excellence, it was concluded that the institution needs to improve secretarial services, registration processes and internal and external communication channels. It is recommended to improve the administrative and educational processes so that the collective good prevails, this will serve for a continuous improvement and reach the objectives that the institution proposes.