Service quality perceived by users of the post grade management programs at the economics and social sciences faculty

Authors

  • Dianela Carolina Zuleta Zuleta Universidad del Zulia
  • Caterina Clemenza Muratore Universidad del Zulia
  • Rubén Alberto Araujo Cobarrubio Universidad del Zulia

DOI:

https://doi.org/10.22267/rtend.141501.57

Keywords:

Service quality, user satisfaction, postgraduate studies, University

Abstract

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.

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Author Biographies

Dianela Carolina Zuleta Zuleta, Universidad del Zulia

Economista. Magister en Gerencia de Empresas. Mención Gerencia de Mercadeo. División de Estudios
para Graduados de la Facultad de Ciencias Económicas y Sociales de la Universidad del Zulia.

Caterina Clemenza Muratore, Universidad del Zulia

Doctora en Ciencias Gerenciales. Post doctora en Ciencias de la Educación Profesora. Investigadora Titular adscrita al Instituto de Investigaciones de la Facultad de Ciencias Económicas y Sociales (FCES) de la Universidad del Zulia (LUZ). Acreditada al Programa de Estímulo al Investigador e Innovador (PEII) ONCTI.

Rubén Alberto Araujo Cobarrubio, Universidad del Zulia

Doctor en Ciencias Gerenciales. Magister en Gerencia de Empresas. Economista, Comunicador Social.
Profesor-Investigador Asociado. Jefe del Departamento de Ciencias Humanas del Núcleo Costa Oriental del Lago de la Universidad del Zulia Acreditado Programa de Estímulo al Investigador e Innovador (PEII) ONCTI.

References

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HOFFMAN, K. Douglas; BATESON, John (2002). Fundamentos de Marketing de Servicios. Conceptos, estrategias y casos. Segunda Edición. Editorial Thomson, México.

MORLES, Víctor; MEDINA, Eduardo y ÁLVAREZ, Neptali (2003). La educación superior en Venezuela. IESAL/Unesco. http://www.unesco.org.ve, Caracas, Venezuela.

STANTON, W.; ETZEL, M.; WALTER, B. (2004). Fundamentos de Marketing. Mc Graw-Hill, México, 13a Edición.

ZEITHAML, Valarie y BITNER, Mary Jo (2002). Marketing de servicios. Editorial McGraw-Hill Interamericana, México, segunda edición.

ZEITHAML, Valarie; BITNER, Mary Jo y GREMLER, Dwayne (2009). Marketing de servicios. Editorial McGraw-Hill Interamericana, México, quinta edición.

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Published

2014-08-01

How to Cite

Zuleta Zuleta, D. C., Clemenza Muratore, C., & Araujo Cobarrubio, R. A. (2014). Service quality perceived by users of the post grade management programs at the economics and social sciences faculty. Tendencias, 15(1), 212–227. https://doi.org/10.22267/rtend.141501.57

Issue

Vol. 15 No. 1 (2014): Vol. XV No. 1 Primer Semestre Enero-Junio 2014

Section

Articles

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