Diagnóstico de la calidad de servicio, en la atención al cliente, en la Universidad Nacional de Chimborazo- Ecuador

• Autores: Salazar Yépez, Wilfrido, Cabrera Vallejo, Mario
• Formato: artículo
• Fecha de Publicación: 2016
• Institución: Universidad Nacional Mayor de San Marcos
• Repositorio: Revistas - Universidad Nacional Mayor de San Marcos
• Lenguaje: español
• OAI Identifier: oai:ojs.csi.unmsm:article/12811
• Enlace del recurso: https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12811
• Nivel de acceso: acceso abierto
• Materia: Quality of service; SERVQUAL; Public institution.; Calidad de servicio; Institución pública.

The purpose of this article is to determine the quality of service of improvements in the enrollment processes at the National University of Chimborazo- Ecuador. This cross-sectional research is the result of a field work, where an analysis of the collected information was carried out, through surveys applied to the students, through the SERVQUAL model, afterwards, comparing these found aspects and determining The gap between perceptions and expectations, thus determining the quality of service. The results show that the quality of service is regular according to the attitude of the customers.