Propuesta del modelo de Servucción para el servicio administrativo de la Universidad de Cuenca y su enfoque en la satisfacción del estudiante

Abstract

The services have a complex way of being evaluated for being intangible. It is for this reason that organizations must ensure that the quality of the service they provide is optimal, since the satisfaction of their customers will depend on it. One of the most complex services are those provided by higher education institutions, since in addition to education, they must provide others, such as administrative services. Precisely, the purpose of this work is to propose the Servuction model for the administrative service of the University of Cuenca, to analyze the functioning of the academic and administrative processes and the perceptions of the students. The research phenomenon is studied through interviews with officials who provide the service and surveys of students as users, who evaluate the service through the variables of the Servqual model: tangible elements, reliability, security, empathy, response capacity and additionally the expectations. The results obtained show that the students are satisfied with the physical facilities of the institution, but they are not satisfied with the information they receive regarding the procedures, empathy and quality of service from the servers and the computer system. Taking this into account, it is suggested to provide training to administrative staff, update all the information on the processes on the university's website, carry out periodic maintenance of institutional platforms and simplify the processes, making them increasingly digital