Diagnosis of the quality of service, in customer service, at the National University of Chimborazo- Ecuador
DOI:
https://doi.org/10.15381/idata.v19i2.12811Keywords:
Quality of service, SERVQUAL, Public institution.Abstract
The purpose of this article is to determine the quality of service of improvements in the enrollment processes at the National University of Chimborazo- Ecuador. This cross-sectional research is the result of a field work, where an analysis of the collected information was carried out, through surveys applied to the students, through the SERVQUAL model, afterwards, comparing these found aspects and determining The gap between perceptions and expectations, thus determining the quality of service. The results show that the quality of service is regular according to the attitude of the customers.Downloads
Downloads
Published
Issue
Section
License
Copyright (c) 2016 Wilfrido Salazar Yépez, Mario Cabrera Vallejo
![Creative Commons License](http://i.creativecommons.org/l/by-nc-sa/4.0/88x31.png)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
AUTHORS RETAIN THEIR RIGHTS:
a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.
b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in the INDUSTRIAL DATA.
c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).