Desarrollo de la capacidad de innovación en procesos de servicio al cliente del departamento de matrícula en instituciones de educación superior en Barranquilla, Colombia
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Fecha
2020
Autores
Vega-Sampayo, Yolanda
Olivero-Vega, Enohemit
Gastelbondo-Gómez, Emiro
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Centro de Información tecnológica
Resumen
Este estudio tuvo como finalidad analizar la capacidad de innovación en procesos de servicio al cliente del departamento de matrícula en las instituciones de educación superior en Barranquilla (Colombia). Esta investigación fue de enfoque cuantitativo, de alcance correlacional, mediante una encuesta estructurada por treinta ítems en escala tipo Likert, aplicada a 398 estudiantes para evaluar la relación entre capacidad de innovación y servicio al cliente. El análisis estadístico mostró asociaciones relevantes en los factores evaluados de capacidad de innovación con los factores del servicio al cliente. Sin embargo, las relaciones más significativas se presentaron en los factores de explotación y ambidestreza, presentándose en menor grado la explotación. Se concluye que la capacidad de innovación en las instituciones se desarrolla en gran medida, sin embargo, es importante seguir trabajando, específicamente en la explotación para ofrecer un servicio excepcional que permita satisfacer plenamente las necesidades del cliente.
The purpose of this study was to analyze the capacity of innovation in customer service processes of enrollment departments in higher education institutions from Barranquilla (Colombia). This research was of quantitative approach and correlational in scope. A survey structured with thirty items on a Likert-type scale was applied to 398 students to assess the relationship between innovation capacity and customer service. The statistical analysis showed relevant associations between innovation capacity factors and customer service factors. However, the most significant relationships were found in the exploitation and ambidexterity factors, with exploitation being presented to a lesser degree. It is concluded that the capacity for innovation in the institutions sampled is developed to a great extent. However, it is important to continue working on offering an exceptional service that fully satisfies client needs.
The purpose of this study was to analyze the capacity of innovation in customer service processes of enrollment departments in higher education institutions from Barranquilla (Colombia). This research was of quantitative approach and correlational in scope. A survey structured with thirty items on a Likert-type scale was applied to 398 students to assess the relationship between innovation capacity and customer service. The statistical analysis showed relevant associations between innovation capacity factors and customer service factors. However, the most significant relationships were found in the exploitation and ambidexterity factors, with exploitation being presented to a lesser degree. It is concluded that the capacity for innovation in the institutions sampled is developed to a great extent. However, it is important to continue working on offering an exceptional service that fully satisfies client needs.
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Palabras clave
Capacidad de innovación, Factores organizacionales, Servicio al cliente, Instituciones de educación superior, Innovation capacity, Organizational factors, Customer service, Higher education institutions
