Evaluación de la Calidad de los Servicios Universitarios
No Académicos en una Universidad Venezolana


Evaluación de la Calidad de los Servicios Universitarios No Académicos en una Universidad Venezolana
Published in:	Innovation and Development for the Americas: Engineering, Education, Research and Development: Proceedings of the 8th Latin American and Caribbean Conference for Engineering and Technology
Date of Conference:	June 1-4, 2010
Location of Conference:	Arequipa, Peru
Authors:	M. Arzola A Mejías J. Rodríguez J. Teixeira
Refereed Paper:	#73

Abstract
The present work plant an evaluation of the quality of the services not educators in the Faculty of Engineering of the University of Carabobo, in order to obtain information to determine the perception of the student with regard to the services that are offered them. For this end, the survey was used SERVQUALing, based on the model SERVQUAL and applied to a sample of 115 students of said faculty. The results show a high internal consistency and relevance of the application of the Analysis of Factors (Cronbach = 0,902, KMO=0.864), being identified three dimensions that group variables relating to the needs of the students that utilize the services and the conditions of the University of Carabobo to offer them, what permits the utilizing improvement proposals design the diagram IP and the headquarters DOFA as tools of work. The survey used presents validity and reliability (significant statistical tests to the 5%.