Evaluación de la satisfacción del cliente en tramites académicos y administrativos en el programa de Ingeniería Ambiental de la Universidad de Córdoba a través del método servperf
Barreto López, Liliana Enith | 2021-03-26
This application and deepening work aimed to evaluate client satisfaction in academic and administrative procedures in the Environmental Engineering Program of the University of Córdoba, through the SERVPERF method, to measure the quality of the service provided. The analysis was carried out through the adaptation of the original questionnaire of the SERVPERF model proposed by Cronin and Taylor (J. Joseph Cronin, 1992), made up of 5 dimensions of service quality: tangible elements, reliability, response capacity, security and Empathy distributed in 22 affirmations which were measured through a 7-point Likert scale, which consisted of giving values of approval or disapproval to the affirmations between 1 and 7. Ending with the analysis of the results obtained and with the respective conclusions and recommendations for the Environmental Engineering Program.