Abstract

MEJIAS ACOSTA, Agustín Alexander. Model to measure quality service of the university postgrade studies. uct [online]. 2005, vol.9, n.34, pp.81-85. ISSN 1316-4821.

The objective of the investigation reported is to develop a model to measure the service quality of the universities postdegree services as bases for the implementation of a System of Management of the Quality on these organizations. It has like theoretical support, model SERVQUAL, adapted to the university reality, and considering the perceptions only. Emphasis in the validation becomes of the instrument for future applications in the university sector. Additionally, the underlying dimensions to the lent service quality in the programs under study were determined, by means of the use of statistical methods multivaried like the method of main components and the factorial analysis. The results indicate that the obtained scale is an instrument trustworthy and valid to evaluate the quality perceived in served in Postgrado de Ingeniería of Universidad de Carabobo, and that can be applied in other university training programs. Finally, a model appears that raises a global vision of the process of measurement of Service Quality that includes the continuous improvement, and it can be applied to other university programs.

Keywords : Educational Quality; Factorial Analysis; Service Quality; SERVQUAL.