Análisis del modelo de gestión de atención al estudiante y propuesta de mejora basada en la innovación para la fidelización del estudiante de la Universidad Técnica Particular de Loja, año 2021

Abstract

Abstract:A very important component in universities is the attention to their students in the academic- administrative field, whose contribution is significant when it comes to loyalty, for which the objective of this work is to analyze the University's student service management model Technical Particular of Loja, which has allowed to propose innovative solutions, based on the SERVPERF model that allows to know the perception of the service of the users. The design is descriptive with a quantitative approach, the methods are deductive and inductive. The techniques used are the survey and interview through the focus group methodology The result obtained is a satisfaction level of 82%, which evidenced the need to identify the causes that prevent reaching a higher level of satisfaction, on which the improvement proposal was developed, which includes a new care model that can to be the frame of reference for the delivery of the service in any area of the university and eight solutions that when implemented will generate positive experiences in the users.