Publicación: Diseño de un modelo para la gestión del servicio y la satisfacción del cliente en la oferta académica en los programas pregrado, basado en la aplicación del modelo Servqual en la Universidad Cooperativa de Colombia sede Bogotá.
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The measurement of customer satisfaction and expectations has taken great importance over the years, its increase has had a value within organizations, and several models have been developed to assess customer satisfaction and expectations. The present work proposes the design of a model for the management of the service and the satisfaction of the client in the academic offer in the undergraduate programs of the cooperative university of Colombia, Bogotá. Sustained in the application of a service model that is known as servqual. This model is made in order to establish the expectations and perceptions of students within its five categories that make up the model, is: reliability, tangibility, responsiveness, security and empathy, management indicators will also be formulated. Given that the cooperative university of Colombia since 2009, when the institution created the National Accreditation Department, a policy was proposed to advance the processes related to this and the march towards the accreditation of programs began. The Cooperative University of Colombia, following the new dynamics and trends of the global economy, local needs and changes in education systems, has reformulated its proposal for accreditation, within its Internal System of Quality Assurance. During the five years since 2009, a methodology that has been evaluated and adjusted permanently has been built progressively.