Resumen

INQUILLA MAMANI, Juan; CALSINA PONCE, Wilber Cesar  y  VELAZCO REYES, Benjamin. The educational and administrative quality view from inside: case National University of Altiplano - Puno - Perú 2017. Comuni@cción [online]. 2017, vol.8, n.1, pp.5-15. ISSN 2219-7168.

The application of Servqual model for the evaluation of academic and administrative quality of service at the Universidad Nacional del Altiplano, aims to identify the level of quality perceived by users. The objective was to identify the attributes of the academic and administrative services that allow to validate the reliability and internal consistency for the evaluation of level the quality and determining factors of the perceived service. The method was the correlational cross-sectional design. The sample consisted of students, teachers and administrators of the UNA-P, of simple random type. The instrument of measurement was the Servqual Questionnaire of type scale Liker, the results have been processed in the statistical program STATA 12. The results show that the scale adapted to the model shows a Cronbach alpha of 0.709 means that both the instrument and the attributes are reliable and consistent to measure the quality of the service. The level of perceived quality is below expectations, the ICS evaluated with the Servqual model is negative, the scores by dimensions reach negative values, indicating that the users expected a better service than received. In conclusion, the attributes of the academic and administrative services are reliable and consistent to evaluate the quality of service. The factors identified in the analysis directly and significantly condition the level of perceived quality

Palabras clave : Quality assessment; quality of service; higher education; University and model Servqual.

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