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Revista Lasallista de Investigación
versão impressa ISSN 1794-4449
Resumo
CONTRERAS-CASTANEDA, Eduin D.; FRAILE-BENITEZ, Ana Mercedes e SUAREZ-PARRA, Augusto Bimberto. Analysis of the quality of academic-administrative services in a Colombian university. Rev. Lasallista Investig. [online]. 2019, vol.16, n.1, pp.47-60. ISSN 1794-4449. https://doi.org/10.22507/rli.v16n1a9.
Introduction.
This article shows the final results of the research "Analysis of the quality of academic-administrative services in a Colombian university".
Objective.
Determine the perception of students regarding the services offered.
Materials and Methods.
For the measurement, the Servqualing instrument was applied to a sample of 832 students who were selected by the systematic method.
Results.
A factor analysis was carried out which showed three dimensions with 61.39% of the variance explained, KMO = 0.973 and a determinant of 0.01325. The reliability of the measuring instrument using Cronbach's Alpha was 0.949, indicating a high reliability of the scale, and internal and external validity was obtained with significant statistical tests at 5%.
Conclusions.
The results show that the overall quality level of academic administrative services has a good perception with a score of4.08 (80%), indicating that the best results were found in the items associated with dimension 3 and with opportunities for improvement, mainly in dimension 1. These results allow precise guidelines for decision making and lead to continuous improvement of service quality.
Palavras-chave : factor analysis; service quality; education; university.