Abstract

CERVANTES ATIA, Viviana; STEFANELL SANTIAGO, Ítala Corina; PERALTA MIRANDA, Pabla  and  SALGADO HERRERA, Raquel Patricia. CALIDAD DE SERVICIO EN UNA INSTITUCIÓN DE EDUCACIÓN SUPERIOR EN LA CIUDAD DE BARRANQUILLA. Cienc. adm. [online]. 2018, n.11, pp.27-40. ISSN 0009-6784.

The present article research product aims to measure the quality of service according to the procedural requirements established by the clients of a private institution of higher education in the city of Barranquilla. The research is descriptive with a propositional cut. The target population was students of the Business Administration and Public Accounting programs from a private educational institution in the city of Barranquilla. The stratified sample was 80 students. The results show how the needs and expectations of the clients of both programs, differ in some moments of truth propitiated in the service provision, is the case of the schedules, response time, procedures, among others. Aspects that in the end become a personal experience perceived positively or negatively by the client. Concluding that the service quality depends on the experience generated in the process of providing it by the institution to its customers, therefore the tendency is to compete through these requirements to stand out from from their alternating competitors.

Keywords : Duty Cycles; Moments of truth; Service Quality; External customer; Service management.

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