Análisis de satisfacción de los alumnos en relación a los servicios internos, administrativos y académicos en Facultad de Administración y Contaduría

Authors

  • Clara Patricia Buentello-Martínez Autonomous University of Coahuila image/svg+xml
  • Nemecio Lorenzo Valenzuela-Salazar Autonomous University of Coahuila image/svg+xml
  • Lilia Alanis-Gómez Autonomous University of Coahuila image/svg+xml

DOI:

https://doi.org/10.29105/vtga5.2-764

Keywords:

análisis, satisfacción, servicios, alumnos

Abstract

This study is related to the satisfaction that students perceive of the aforementioned institution, seeks to analyze the performance of the service provided by management as well as its different departments. The attention and service provided by the administration and own services that are the cafeteria, computer room and library to see that they meet the expectations of the student. In this research it was possible to count on the participation of internal students in the institution considering their expectations and opinions in order to evaluate the care provided by the institution through structured surveys that allowed to have a vision about the interests of the students surveyed.

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References

Fernandes, M. (2018). Historia del servicio al cliente. Recuperado de https://www.cuidatudinero.com/13125381/historia-del-servicio-al-cliente

Gómez, I. (2009). ¿Cómo debe actuar cada uno de nosotros? Cómo conservar más clientes (La amabilidad es la clave). Obtenido de Ilustrados. Comunidad Educativa Internacional. Recuperado de http://www.ilustrados.com/tema/5818/Como-conservar-clientes-amabilidadclave.html

Gómez, I. (2009). Barreras contra el buen servicio. Cómo conservar más clientes (La amabilidad es la clave). Obtenido de Ilustrados. Comunidad Educativa Internacional. Recuperado de http://www.ilustrados.com/tema/5818/Como-conservar-clientes-amabilidad-clave.html

Hernández, R., Fernández, C., y Baptista, P. (2014). Metodología de la investigación. D. F., México: McGrawhill.

Pereira, J. (2008). La satisfacción del cliente en ISO9001. Recuperado de http://www.portalcalidad.com/articulos/71-la_satisfaccion_del_cliente_iso_9001

Serna, H. (2006). Conceptos básicos en atención al cliente. Colombia: Panamericana Ed. Ltda.

Fernández, J. A. (1991). El proceso administrativo. (2a ed.). México: Diana.

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Published

2019-07-31

How to Cite

Buentello-Martínez, C. P., Valenzuela-Salazar, N. L., & Alanis-Gómez, L. (2019). Análisis de satisfacción de los alumnos en relación a los servicios internos, administrativos y académicos en Facultad de Administración y Contaduría . Vinculategica Efan, 5(2), 1549–1558. https://doi.org/10.29105/vtga5.2-764

Issue

Vol. 5 No. 2 (2019): VinculaTégica EFAN 5(2) Julio - Diciembre 2019

Section

Papers

License

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