Análisis de la calidad en un departamento de servicio social

Rosa Isela Urbiola Rodriguez; Sanjuana Edith; David Gomez Sanchez

doi:10.69504/nau.v3i6.75

Authors

Rosa Isela Urbiola Rodriguez Autonomous University of San Luis Potosí https://orcid.org/0000-0003-2415-7697
Sanjuana Edith Autonomous University of San Luis Potosí https://orcid.org/0000-0002-4078-7720
David Gomez Sanchez Autonomous University of San Luis Potosí https://orcid.org/0000-0001-7593-157X

DOI:

https://doi.org/10.69504/nau.v3i6.75

Keywords:

quality of service, social service providers

Abstract

This paper analyzes the quality of the service offered in the social services and professional practices department of Unidad Académica Multidisciplinaria Zona Media (UAMZM) of the Universidad Autónoma de San Luis Potosí (UASLP), specifically in the area of registration of the provision of social service. For this purpose, a survey provided by the Secretary of University Liaison was used and applied to a sample of 194 students of the unit, social service providers of the seven programs in force at the time of data collection. The results show that the majority of them are female, 75% of them were informed through the informative talk, and were satisfied with this means of information. Regarding the service, 69% of the respondents rated it as excellent, 28% good, 2% average and 1% bad. Male students stated that they were more satisfied with the attention than female students, with a minimal difference.

Downloads

Download data is not yet available.

References

Abdullah, F. (2006). The development of HEdPERF: a new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569-581. https://doi.org/doi:10.1111/j.1470-6431.2005.00480.x

Gaffar, A., Pervin, R., y Mahmud, S. (2018). Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review, 85-100. https://doi.org/https://doi.org/10.1177/0972150918795551

Hernández, R., Fernández, C., y Baptista, P. (2014).Metodología de la Investigación. México: McGraw-Hill.

Izquierdo, J., y Anastacio, C. (2021). Calidad de servicio en instituciones privadas y públicas: revisión sistemática. Tzhoecoen, 84-93. https://doi.org/https://doi.org/10.26495/tzh.v13i2.2002

Kitchroen, K. (2004). Literature Review: Service Quality in Educational Institutions. ABAC Journal, 24(2), 14-25.

Poder Ejecutivo Federal. (26 de marzo de 1981). Secretaría de Educación Pública. Gobierno de México: Poder Ejecutivo Federal.

Soutar, G., y McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 72-82. https://doi.org/https://doi.org/10.1108/09578239610107174

Srikanthan, G., y Dalrymple, J. (2010). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 8(3), 215-224. https://doi.org/https://doi.org/10.1080/1353832022000031656

Trejos_Gallego, D. (2023). Lo que no se puede medir, no se puede mejorar: la importancia de la evaluación en el proceso de mejora continua. Revista de Nutrición Clínica y Metabolismo, 6(4), 1-2.

Vranješ, M., Gašević, D., y Drinić, D. (2014). Analysis of service quality elements in higher education. Marketing Science, 45(3), 213-222.