Procedimiento para la evaluación de la calidad en el servicio de Educación Superior. Aplicación al caso concreto de una Facultad.
Fecha
2010-06-25
Autores
Mendoza García, Yeislyn
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Editor
Universidad Central "Marta Abreu' de Las Villas
Resumen
En las últimas décadas la calidad ha adquirido gran importancia como estrategia válida para
obtener una posición competitiva ventajosa. La Facultad de Ingeniería Industrial y Turismo de la
UCLV, trabaja por elevar la capacidad para satisfacer a sus clientes, con vistas a estar a la
altura del quehacer revolucionario del país. Actualmente, a pesar de todos los avances
logrados, poco se ha hecho a nivel empírico en cuanto a la evaluación de la calidad percibida
del servicio. Por tanto el problema científico no es más que la carencia de un procedimiento de
evaluación de la calidad en los servicios de Educación Superior.
El objetivo general consiste en proponer y aplicar un procedimiento para la evaluación de la
calidad al caso concreto de la Facultad de Ingeniería Industrial y Turismo de la UCLV.
La investigación tiene como novedad científica el desarrollo de un procedimiento que
permita evaluar la calidad de los procesos que se desarrollan en dicha facultad,
permitiendo implantar mejoras que aumenten el nivel de servicio al cliente.
El trabajo está estructurado por una introducción donde se plantea el problema y se establecen
los objetivos de la investigación, seguido de un capítulo I dedicado a la revisión de las diferentes
aportaciones teóricas realizadas en torno al tema, un capítulo II donde se presenta el diseño de
la investigación llevada a cabo en este trabajo, un capítulo III donde se presentan los
resultados de la investigación y para finalizar, se destacan las principales conclusiones y
recomendaciones del trabajo.
In recent decades, quality has become important as a valid strategy to obtain a competitive advantage. The Faculty of Industrial Engineering and Tourism UCLV, works to raise the capacity to satisfy customers in order to keep up the revolutionary activities in the country. Currently, despite all the progress made, little has been done at the empirical level regarding the assessment of the perceived quality of service. Therefore, the scientific problem is simply the lack of a procedure for assessing quality in higher education services. The overall objective is to propose and implement a procedure for quality assessment to the case of the Faculty of Industrial Engineering and Tourism UCLV. The new scientific research is the development of a procedure for evaluating the quality of processes taking place in that power, allowing to implement improvements that increase the level of customer service. The work is structured in an introduction that poses the problem and establishes the research objectives, followed by a chapter I devoted to reviewing the different theoretical contributions made on the topic, chapter II where we present the design of research conducted in this work, a chapter III which presents the results of research and finally, highlights the main conclusions and recommendations are included.
In recent decades, quality has become important as a valid strategy to obtain a competitive advantage. The Faculty of Industrial Engineering and Tourism UCLV, works to raise the capacity to satisfy customers in order to keep up the revolutionary activities in the country. Currently, despite all the progress made, little has been done at the empirical level regarding the assessment of the perceived quality of service. Therefore, the scientific problem is simply the lack of a procedure for assessing quality in higher education services. The overall objective is to propose and implement a procedure for quality assessment to the case of the Faculty of Industrial Engineering and Tourism UCLV. The new scientific research is the development of a procedure for evaluating the quality of processes taking place in that power, allowing to implement improvements that increase the level of customer service. The work is structured in an introduction that poses the problem and establishes the research objectives, followed by a chapter I devoted to reviewing the different theoretical contributions made on the topic, chapter II where we present the design of research conducted in this work, a chapter III which presents the results of research and finally, highlights the main conclusions and recommendations are included.
Descripción
Palabras clave
Facultad de Ingeniería Industrial y Turismo, Universidad Central “Marta Abreu” de Las Villas, Educación Superior, Evaluación Institucional, Institutional Evaluation