Abstract

ARCINIEGAS ORTIZ, Jaime Alfonso  and  MEJIAS ACOSTA, Agustín Alexander. Perception of the quality of services provided by the Military University of Granada based on the Servqualing scale, with factorial analysis and multiple regression. Comuni@cción [online]. 2017, vol.8, n.1, pp.26-36. ISSN 2219-7168.

The present article is routed to show the results of the analysis of the perception that the students possess on the quality of the service received of the Program of Industrial Engineering of the Military University New Granada (UMNG). The aim was to validate the instrument SERVQUALing (based on the theoretical model SERVQUAL) this way to measure the impact that there possess the established variables, which affect the quality of the services in the UMNG. The study is of quantitative type, sampling was used not probabilistic and the technology of survey was applied for the raising of the information. The results of the study were analyzed by means of statistical multivariant, with evaluation of factors and analysis of multiple regression; demonstrating of empirical form that this study of perception allows to obtain relevant conclusions that help to design and implement lines of improvement in the current strategies of quality of university education, which, could be used as model in other universities of Bogota. For future research, it is suggested to use applied scale, it is reliable and valid to evaluate the quality perceived by the students, which resulted in that most of the student body feels satisfied with the services that are provided by the UMNG in the Program of Industrial engineer.

Keywords : Service quality; factor analysis; multiple regression; SERVQUAL; SERVQUALing.

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