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Calidad de Servicio en una institución de educación superior en la ciudad de Barranquilla

Author

Listed:
  • Pabla Peralta Miranda

    (Corporación Universitaria Minuto de Dios, Regional Barranquilla. Facultad de Ciencias Empresariales y Facultad de Administración y Negocios. Universidad Simón Bolívar sede Barranquilla. Colombia.)

  • Ítala Corina Stefanell Santiago

    (Corporación Universitaria Minuto de Dios, Regional Barranquilla. Facultad de Ciencias Empresariales y Facultad de Administración y Negocios. Universidad Simón Bolívar sede Barranquilla. Colombia.)

  • Viviana Cervantes Atia

    (Facultad de administración y Negocios de la Universidad Simón Bolívar Barranquilla. Colombia.)

  • Raquel Patricia Salgado Herrera

    (Facultad de administración y Negocios de la Universidad Simón Bolívar Barranquilla. Colombia.)

Abstract

The present article research product aims to measure the quality of service according to the procedural requirements established by the clients of a private institution of higher education in the city of Barranquilla. The research is descriptive with a propositional cut. The target population was students of the Business Administration and Public Accounting programs from a private educational institution in the city of Barranquilla. The stratified sample was 80 students. The results show how the needs and expectations of the clients of both programs, differ in some moments of truth propitiated in the service provision, is the case of the schedules, response time, procedures, among others. Aspects that in the end become a personal experience perceived positively or negatively by the client. Concluding that the service quality depends on the experience generated in the process of providing it by the institution to its customers, therefore the tendency is to compete through these requirements to stand out from their alternating competitors.

Suggested Citation

  • Pabla Peralta Miranda & Ítala Corina Stefanell Santiago & Viviana Cervantes Atia & Raquel Patricia Salgado Herrera, 2018. "Calidad de Servicio en una institución de educación superior en la ciudad de Barranquilla," Revista Ciencias Administrativas (CADM), IIA, Universidad Nacional de La Plata, Instituto de Investigaciones Administrativas, Facultad de Ciencias Económicas, Universidad Nacional de La Plata, issue 11, pages 27-40, January-J.
    • Handle: RePEc:lap:recadm:78
    DOI: 10.24215/23143738e017
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    More about this item

    Keywords

    Duty Cycles; Moments of truth; Service Quality; External customer; Service management.;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • Z00 - Other Special Topics - - General - - - General

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