Template-Type: ReDIF-Article 1.0
Author-Name: Pabla Peralta Miranda                   
Author-Workplace-Name: Corporación Universitaria Minuto de Dios, Regional Barranquilla. Facultad de Ciencias Empresariales y Facultad de Administración y Negocios. Universidad Simón Bolívar sede Barranquilla. Colombia.
Author-Name: Ítala Corina Stefanell Santiago                    
Author-Workplace-Name: Corporación Universitaria Minuto de Dios, Regional Barranquilla. Facultad de Ciencias Empresariales y Facultad de Administración y Negocios. Universidad Simón Bolívar sede Barranquilla. Colombia.
Author-Name: Viviana Cervantes Atia                    
Author-Workplace-Name: Facultad de administración y Negocios de la Universidad Simón Bolívar Barranquilla. Colombia.
Author-Name: Raquel Patricia Salgado Herrera                    
Author-Workplace-Name: Facultad de administración y Negocios de la Universidad Simón Bolívar Barranquilla. Colombia.
Title: Calidad de Servicio en una institución de educación superior en la ciudad de Barranquilla 
Abstract: The present article research product aims to measure the quality of service according to the procedural requirements established by the clients of a private institution of higher education in the city of Barranquilla. The research is descriptive with a propositional cut. The target population was students of the Business Administration and Public Accounting programs from a private educational institution in the city of Barranquilla. The stratified sample was 80 students. The results show how the needs and expectations of the clients of both programs, differ in some moments of truth propitiated in the service provision, is the case of the schedules, response time, procedures, among others. Aspects that in the end become a personal experience perceived positively or negatively by the client. Concluding that the service quality depends on the experience generated in the process of providing it by the institution to its customers, therefore the tendency is to compete through these requirements to stand out from their alternating competitors.   
Classification-JEL: M30, L80, Z00
Keywords: Duty  Cycles,  Moments  of  truth,  Service  Quality,  External  customer,  Service management.
Journal: Ciencias Administrativas
Pages: 27-40
Issue: 11
Number: 4
Year: 2018
Month: January-June
DOI: 10.24215/23143738e017
File-URL: https://revistas.unlp.edu.ar/CADM/article/view/4039
File-Format: Application/pdf
Handle: RePEc:lap:recadm:78