SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR
Journal Title: International Journal for Quality Research - Year 2018, Vol 12, Issue 1
Abstract
This study analyzes the service quality in universities based on users’ level of satisfaction of the service provided in the city of Cuenca, Ecuador. The methodology combines a descriptive and a multidimensional statistical analysis, the former demonstrates the frequencies and the percentages of the variables under study while the latter is used to show the group classification of the people under study. Hierarchical grouping is used since it determines the groups of people as a result of their common characteristics. At first, the results indicate that in all cases the percentage of students’ satisfaction surpasses 65%. However, there is a minority group of people (3,67%) who are totally unsatisfied regarding their sense of belonging to the Institution and their class as well as with the teaching - learning process.
Authors and Affiliations
Adriana Vallejo, Efstathios Stefos, Adrián Narváez
Keywords
Related Articles
- EP ID EP266412
- DOI 10.18421/IJQR12.01-01
- Views 89
- Downloads 0
IMPACT OF EDUCATION, GENDER AND AGE ON CONSUMER LOYALTY
In this paper the important parameters of customer loyalty and impact of education, gender and age of the respondents will be tested. The study was conducted in the Republic of Croatia, as part of research relevant param...
EMPIRICAL STUDY ON THE ROLE OF COLLABORATION IN NEW PRODUCT DEVELOPMENT IN MANUFACTURING COMPANIES
This paper provides new empirical evidence on the effects of internal collaboration (manufacturing involvement) and external collaboration (supplier and customer involvement) practices on NPD performance and success. Mor...
A BUSINESS INTELLIGENCE APPROACH FOR CHOOSING A OPTIMAL QUALITY SOLUTION
The diversity of business processes is very large, and in addition to this diversity between processes there are a number of tools, methods and techniques, especially from the perspective of business intelligence with pr...
ADAPTING KANO'S THEORY FOR WEIGHTING AND IMPLEMENTING CUSTOMER REQUIREMENTS ON A SOFTWARE TOOL FOR ASSESSING HUMAN RELIABILITY IN MANUAL ASSEMBLY
The following paper illustrates the conception of an Excel-based software tool developed to predict human error probabilities in manual assembly lines. In this regard, the paper clearifies how reliable risk analyses of m...
SELF ASSESSMENT AS A SOURCE OF KNOWLEDGE IN THE PROCESS OF AN ORGANISATION IMPROVEMENT
Turbulent surrounding makes it necessary for an organisation to improve constantly and in a comprehensive way as well as adjust it to occurring changes. In knowledge society it seems rational to create the process of man...