Variables Condicionantes de la Calidad en Instituciones de Educacion Superior. Estudio de un Caso

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: Martha Sofía Carrillo Landazábal
José Payares Padilla
Ramón Pons Murguía
Lucia Vergara Canchila
Refereed Paper: #113

Abstract

The quality of a service, such as university education, is difficult to measure because the perceptions and preferences of clients-users containing a high burden of subjectivity and the product (training) is shaped as a complex and multidimensional. Higher education institutions, there is concern to maintain and enhance the quality of teaching, research and generally all the services it provides.
However, studies show that very little work has been done on this topic especially regarding the measurement of service quality. This may be because of the lack of a conceptual structure for the predetermined quality management in education, the novelty of the subject or substantial differences in the characteristics of education compared with general service systems as defined by various authors.
This research work aims to show some results of how to perform the identification and analysis of internal variables that determine the quality supported by statistical tools, it can measure the impact of established variables affecting the quality of service currently offered by part in the University from the Faculty of Engineering and is perceived by students, teachers, managers and employees so that it is possible to generate alternatives for improvement of the institution