Evaluación de la percepción de la calidad de los servicios prestados por la Universidad Nacional de Loja durante el proceso de matriculación de sus alumnos, año 2024
The purpose of this study was to evaluate the perceived quality of the services provided by the National University of Loja during the student enrolment process in 2024. The research employed a mixed-method approach, meaning that both quantitative and qualitative data were collected and analysed. Th...
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| Formato: | bachelorThesis |
| Lenguaje: | spa |
| Publicado: |
2024
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| Materias: | |
| Acceso en línea: | https://dspace.unl.edu.ec/jspui/handle/123456789/30495 |
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Agregar Etiqueta | Sumario: | The purpose of this study was to evaluate the perceived quality of the services provided by the National University of Loja during the student enrolment process in 2024. The research employed a mixed-method approach, meaning that both quantitative and qualitative data were collected and analysed. The scope was exploratory-descriptive since no previous studies had been conducted and the objectives were based on the description of the phenomenon under study. Furthermore, the research was conducted within a specific timeframe, making it cross-sectional in nature. To measure the perceived quality, an adaptation of the SERVPERF model was used; a 24-statement attitudinal questionnaire was administered to a sample of 374 students enrolled in this educational institution. The methodology consisted of estimating the importance users attach to each of the aspects under study (computer system, reliability, responsiveness, security and empathy), which should subsequently be multiplied by the rating the users gave to each aspect, using a scale of 1 to 5 in each case. To validate the questionnaire, Cronbach's Alpha was used, which showed a high reliability of the tool. Among the main findings, it was observed that users rated the quality of the enrolment process with an average score of 3.83 out of 5, which qualitatively translates to a category of good quality. Finally, a 95% confidence interval was used to estimate the population's perceived quality of service; this interval allowed us to deduce that the entire population would rate the enrolment process as being of good quality. |
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