Resumo

ZULETA, Dianela; CLEMENZA, Caterina  e  ARAUJO, Rubén. SERVICE QUALITY PERCEIVED BY USERS OF THE POST GRADE MANAGEMENT PROGRAMS AT THE ECONOMICS AND SOCIAL SCIENCES FACULTY. Tend. [online]. 2014, vol.15, n.1, pp.212-227. ISSN 0124-8693.  https://doi.org/10.22267/rtend.141501.57.

The article is the result of a research aimed to analyze the quality of service perceived by users of the Post Grade Management Programs , of Economics and Social Sciences Faculty (FCES - LUZ ), University of Zulia. The research is descriptive, not experimental, transactional and field design. The population consisted of active students from different graduate programs offered by FCES - LUZ. The sample size was determined using simple random sampling with proportional allocation. The data collection instrument was composed for an structured questionnaire, content of the variable being studied, based on the SERVQUAL model. The instrument was validated by experts. The reliability was determined using Cronbach Alpha coefficient. The results indicate that users call the service unsatisfactory, showing weaknesses in the implementation of the supplementary teaching processes services, and where the personal safety indicator shows higher levels of dissatisfaction. A campaign on the creation and implementation of a development-oriented service culture, focused on meeting the expectations and needs of the user is recommended.

JEL: I23, M10, M31.

Palavras-chave : Service quality; user satisfaction; postgraduate studies; University..

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