Resumo

MANEIRO MALAVE, Ninoska; MEJIAS, Agustin; ROMERO, María Laura  e  ZERPA, José Daniel. Evaluation of service quality, an experience in higher education in Venezuela. Educere [online]. 2008, vol.12, n.43, pp.797-804. ISSN 1316-4910.

The following work approaches a quality service evaluation at the School of Industrial Engineering at the University of Carabobo, aiming to obtain information to determine the profile of the industrial engineer and its positioning in the work market. To this end, the SERVQUALing survey was used based on the SERVIQUAL model. The results show a high internal and pertinent consistency of the application of Factors Analysis (ángulo= 0.915, KMO=0.716, p<0.05), with five dimensions identified that collect variables related to industrial engineers’ education, which allows developing improvement proposals design. The survey used shows validity and reliability (significant statistics tests to 5%).

Palavras-chave : service quality; industrial engineer profile; factor analysis.

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