The objective of this research is to identify factors that determine the quality of academic services in universities , from three case studies in the context of Latin America ( Venezuela , Mexico and Chile). Model survey SERVQUALing was used , and upon proof of sampling adequacy, the multivariate statistical technique of Factor Analysis , where the dimensions underlying quality of services as perceived by students were identified was used highlighting Safety , Responsiveness and Empathy as a key and common elements. The survey used was reliable and valid , as evidenced by the statistical tests performed ( significant at 5%). The results confirm the dynamic and multidimensional nature of quality of academic services , allowing present some thoughts for discussion.

The objective of this research is to identify factors that determine the quality of academic services in universities , from three case studies in the context of Latin America ( Venezuela , Mexico and Chile). Model survey SERVQUALing was used , and upon proof of sampling adequacy, the multivariate statistical technique of Factor Analysis , where the dimensions underlying quality of services as perceived by students were identified was used highlighting Safety , Responsiveness and Empathy as a key and common elements. The survey used was reliable and valid , as evidenced by the statistical tests performed ( significant at 5%). The results confirm the dynamic and multidimensional nature of quality of academic services , allowing present some thoughts for discussion.

DOI: https://doi.org/10.26439/ing.ind2020.n038.4815 The objective of this study is to establish the variables that determine leadership as a critical factor for quality management success. The research was conducted as a documentary analysis with a descriptive approach. The main finding of the research was the importance of leadership to carry out processes related to its quality and improvement. Moreover, it is concluded that the most prominent skills of leaders are their ability to influence others to act, their ability to be followed, and their willingness to achieve results.

The objective of this study is to evaluate the quality of service perceived by users in a private medical center in Valencia, Venezuela. The instrument for data collection was based on the perceptions of SERVQUAL. Were identified by Factor Analysis, once they demonstrated the relevance sample, three (03) dimensions: Safety, Reliability and tangibility, explaining 66.63% of the total variance, likewise, the instrument showed internal consistency (alpha cronbach> 0.955) as it reliable and results of statistical tests performed (Significant at 5%), demonstrate the validity. Based on the results, we conclude that the questionnaire has enough condition to be used as a measure of the quality perceived by patients private medical center, and as an input for the design of strategies.

The objective of this study is to evaluate the quality of service perceived by users in a private medical center in Valencia, Venezuela. The instrument for data collection was based on the perceptions of SERVQUAL. Were identified by Factor Analysis, once they demonstrated the relevance sample, three (03) dimensions: Safety, Reliability and tangibility, explaining 66.63% of the total variance, likewise, the instrument showed internal consistency (alpha cronbach> 0.955) as it reliable and results of statistical tests performed (Significant at 5%), demonstrate the validity. Based on the results, we conclude that the questionnaire has enough condition to be used as a measure of the quality perceived by patients private medical center, and as an input for the design of strategies.

DOI: https://doi.org/10.26439/ing.ind2020.n038.4815 The objective of this study is to establish the variables that determine leadership as a critical factor for quality management success. The research was conducted as a documentary analysis with a descriptive approach. The main finding of the research was the importance of leadership to carry out processes related to its quality and improvement. Moreover, it is concluded that the most prominent skills of leaders are their ability to influence others to act, their ability to be followed, and their willingness to achieve results.

This study aims to present strategies for student satisfaction based on measurement and factorial analysis of this construct ina Mexican University, using a measuring college student satisfaction (SEUing ) . This is an exploratory study based on a review of the literature. Using a non-probability sampling 100 data were collected in Industrial Engineering, from which, upon proof of sampling adequacy (determinant of correlation matrix = 8.93 x10 -6 and KMO statistic was 0.849), factor analysis was performed. Using a Varimax rotation, four dimensions were identified and were named : Teaching, Academic Organization, Campus Life, Facilities and University Services , with Internal Consistencies of α1 = 0.894; α2 = 0.869; α3 = 0.822; α4 = 0.745, respectively. Explaining 67% of the total variance, Statistical tests performed (significant at 5%) , the analysis of reliability (Cronbach’s alp...

Educational institutions that wish to compete in this globalized world, the need to set standards in quality of services they offer, as their products or processes are not tangible and the quality of them depends on the perception of customers. The objective of this study is to determine the level of quality in academic services in Industrial and Systems Engineering Campus of the University of Caborca Sonora. To obtain feedback from users, the SERVQUALing instrument was used, and by a four-dimensional analysis of factors that explain 62.02% of the total variance of the data is identified. For this study, the level of service is 81.24%, considered very good, requiring analysis necessary to establish an improvement plan.

Este estudio tiene como objetivo presentar estrategias para lograr la satisfacción estudiantil partiendo de su medición y del análisis factorial del constructo en una universidad mexicana, usando un instrumento de medición de satisfacción estudiantil universitaria (SEUing). Trata de un estudio exploratorio basado en una revisión bibliográfica del tema. Mediante un muestreo no probabilístico fueron recolectados 100 datos en la carrera de Ingeniería Industrial, a partir de los cuales, previa demostración de la adecuación muestral (determinante de la matriz de correlación =8,93x10-6 y el estadístico KMO fue de 0.849), se realizó un análisis de factores. Usando una rotación Varimax, se identificaron 4 dimensiones y fueron denominadas: Enseñanza, Organización Académica, Vida Universitaria, Infraestructura y Servicios Universitarios; con consistencias internas de α1=0,894; ...

Educational institutions that wish to compete in this globalized world, the need to set standards in quality of services they offer, as their products or processes are not tangible and the quality of them depends on the perception of customers. The objective of this study is to determine the level of quality in academic services in Industrial and Systems Engineering Campus of the University of Caborca Sonora. To obtain feedback from users, the SERVQUALing instrument was used, and by a four-dimensional analysis of factors that explain 62.02% of the total variance of the data is identified. For this study, the level of service is 81.24%, considered very good, requiring analysis necessary to establish an improvement plan.