Satisfaction of the external client in the professional academic school of Tourism and Business

• Autor: Espinoza Requejo, Cinthy Catheryne
• Formato: artículo
• Fecha de Publicación: 2018
• Institución: Universidad César Vallejo
• Repositorio: Revistas - Universidad César Vallejo
• Lenguaje: español
• OAI Identifier: oai:oai.revistas.ucv.edu.pe:article/713
• Enlace del recurso: http://revistas.ucv.edu.pe/index.php/ucv-hacer/article/view/713
• Nivel de acceso: acceso abierto
• Materia: Calidad de atención; Calidad funcional; Calidad técnica; Capacidad de respuesta; Empatía; Fiabilidad; Seguridad; Satisfacción del cliente; Tangibilidad; Quality of care; Functional quality; Technical quality; Responsiveness; Empathy; Reliability; Safety; Customer satisfaction; Tangibility

The research aimed to determine the external customer satisfaction on the quality of care in the Academic Professional School of Tourism and Business of the Señor de Sipán University - Pimentel. The population consisted of 235 students of the academic semester 2015-II of the Academic Professional School of Tourism and Business of Señor de Sipán University, technical survey and a questionnaire of 32 items with Liker-type scale was used five criteria measurement to measure customer satisfaction and quality of care. The investigation was not applied mixed with a design ex post facto and ultimately the test of Cronbach's alpha was applied to a pilot test to determine the validity of the content. Was obtained as results for external customer satisfaction was 58% (p = 0.09) and quality of care was 61%. The dimensions studied for customer satisfaction were tangibility (62%), reliability (47%), responsiveness (57%), empathy (62%) and safety (54%); as well as for the quality of care in its dimensions of technical quality (61%) and the functional quality (60%) in the Academic Professional School of Tourism and Business at the University Señor de Sipán - Pimentel. It was concluded that there is correlation between external customer satisfaction and quality of care at a level of 0.866 (p = 0.09).