Evaluación de la calidad del servicio del proceso de infraestructura de la Universidad Simón Bolívar campus Cúcuta
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Fecha
2022
Autores
Bustamante Ochoa, Camilo Andrés
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente artículo ilustra los resultados de una investigación orientada a la evaluación de la calidad del servicio del proceso de Infraestructura de la Universidad Simón Bolívar campus Cúcuta, identificando la percepción de la comunidad universitaria respecto a los servicios habilitados de Infraestructura en todas las sedes del campus. Se analizan los resultados en busca implementar mejoras en el área mediante la construcción de planes de mejoramiento de Infraestructura que respondan a las necesidades del contexto universitario y coadyuve en el proceso de enseñanza – aprendizaje. Se estudian los antecedentes que permiten contextualizar la investigación e identificar los ámbitos en los cuales se han presentado evaluaciones de la calidad del servicio de la infraestructura física en universidades. Posteriormente, a través de la revisión teórica, la calidad educativa, calidad del servicio y el servicio al cliente, son los factores más representativos en la satisfacción del cliente en el sector de educación. Una vez definida la metodología de estudio a través de un enfoque cuantitativo, se aplica como instrumento de recolección de información un cuestionario para la evaluación de la percepción del estudiante, seleccionando a los estudiantes de los programas académicos del campus Cúcuta. Los resultados encontrados validan que la percepción de la calidad del servicio de Infraestructura en la Universidad Simón Bolívar campus Cúcuta se encuentra en un estado “sobresaliente”, sin embargo, se identifican oportunidades para fortalecer la calidad del servicio mediante la construcción de un plan de mejoramiento de Infraestructura para el campus Cúcuta
Abstract This article shows the results of a research oriented to the evaluation quality of the infrastructure services area at Universidad Simón Bolívar Cúcuta, identifying the community perception about the infrastructure services provided. Analyzing the results in search to apply improvement process through the construction of better plans of infrastructure that respond university context required and contribute to the teaching-learning process. The background information is studied to contextualize the research and identify which areas have been presented evaluations of quality services on physical infrastructure at universities. Subsequently, through a theoretical review, educational quality, service quality and customer service are the most representative factors to improve the customer satisfaction at education sector. Once the study methodology has been defined through a quantitative approach, a questionnaire for the evaluation of the student's perception is applied as an instrument for the collection of information, selecting the students of the academic programs of Cúcuta campus. The results found validate that the perception quality of the infrastructure service in Cúcuta campus is in "outstanding" level, however, we identified opportunities to improve the quality service through the construction of an infrastructure improvement plan for Cucuta Campus.
Abstract This article shows the results of a research oriented to the evaluation quality of the infrastructure services area at Universidad Simón Bolívar Cúcuta, identifying the community perception about the infrastructure services provided. Analyzing the results in search to apply improvement process through the construction of better plans of infrastructure that respond university context required and contribute to the teaching-learning process. The background information is studied to contextualize the research and identify which areas have been presented evaluations of quality services on physical infrastructure at universities. Subsequently, through a theoretical review, educational quality, service quality and customer service are the most representative factors to improve the customer satisfaction at education sector. Once the study methodology has been defined through a quantitative approach, a questionnaire for the evaluation of the student's perception is applied as an instrument for the collection of information, selecting the students of the academic programs of Cúcuta campus. The results found validate that the perception quality of the infrastructure service in Cúcuta campus is in "outstanding" level, however, we identified opportunities to improve the quality service through the construction of an infrastructure improvement plan for Cucuta Campus.
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Calidad, Servicio al cliente, Percepción del cliente, Infraestructura, Educación, Universidad, Quality, Customer services, Customer perception, Customer satisfaction, Infrastructure, Education, University