DESIGN OF A MODEL TO MEASURE THE PERCEPTION OF SERVICE QUALITY BY STUDENTS OF THE TECHNOLOGICAL INSTITUTE OF CELAYA, MÉXICO

 

Uloženo v:
Podrobná bibliografie
Autoři: Cano-Ibarra, Salustia Teresa, Vargas-Hernández, José G.
Médium: artículo original
Stav:Versión publicada
Datum vydání:2016
Popis:A model is presented to measure the perception of service quality by students of the Technological Institute of Celaya, as part of the system of quality control, based on the theoretical support of several authors who have developed this topic (SERVQUAL and SERPERF) an instrument adapted to the student area of the institution called SERQUALITC is generated. The paper presents the areas or departments to assess and the convenient size, the number of items used by size and Likert scale, the validation study instrument is mentioned. Finally, it is presented the model that poses a global vision of quality measurement process including corrective action services that enable continuous improvement.
Země:Portal de Revistas UNED
Instituce:Universidad Estatal a Distancia
Repositorio:Portal de Revistas UNED
Jazyk:Español
OAI Identifier:oai:revistas.investiga.uned.ac.cr:article/1599
On-line přístup:https://revistas.uned.ac.cr/index.php/revistacalidad/article/view/1599