Propuesta de un modelo de gestión de calidad en los servicios académicos, del área administrativa en la Universidad Técnica Particular de Loja, modalidad presencial, año 2017.

Abstract

The present work of end of degree consists in the development of a proposal for a model of management quality for administrative academic services. The general objective is to propose a model of quality management to contribute to efficiency in services and improve the satisfaction of users. For which it has been proposed the adaptation of a model of quality called Servqual, which allows to evaluate the differences between the expected and the perceived service. The type of study is the descriptive, the methods used are: deductive, inductive, analytic-synthetic and bibliographic research. The techniques used are: observation and survey. As overall result was obtained a range of 74,66% satisfaction through the Servqual instrument, which indicates that the Administrative Area students are satisfied with the academic services analyzed, but taking into account some aspects that could be improved. It is concluded that the work is intended to provide quality services aligned to the user's needs through the proposal raised.