“El modelo SERVQUAL y su incidencia en el nivel de satisfacción de la Carrera de Economía de la Universidad Nacional de Chimborazo en el período 2014”.
This research provides an assessment of service quality using the SERVQUAL model which is an analysis of perception versus expectation of service. The document is divided into five chapters. The first chapter presents the theoretical framework which includes the concepts, characteristics, theories,...
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| Tipo de recurso: | tesis de maestría |
| Estado: | Versión publicada |
| Fecha de publicación: | 2016 |
| País: | Ecuador |
| Institución: | Universidad Nacional de Chimborazo |
| Repositorio: | Repositorio Universidad Nacional de Chimborazo |
| Idioma: | español |
| OAI Identifier: | oai:localhost:51000/2738 |
| Acceso en línea: | http://dspace.unach.edu.ec/handle/51000/2738 |
| Access Level: | acceso abierto |
| Palabra clave: | Modelo SERVQUAL Nivel de Satisfacción |
| Sumario: | This research provides an assessment of service quality using the SERVQUAL model which is an analysis of perception versus expectation of service. The document is divided into five chapters. The first chapter presents the theoretical framework which includes the concepts, characteristics, theories, guidelines underpinning the SERVQUAL model, and the oriented aspects of satisfaction. Chapter Two provides the methodology used in the investigation which includes research methods, the population and sample evaluated, analysis techniques, and discussion of results. Chapter Three presents the guidelines of the research and the procedures manual that was used in this investigation. Chapter Four provides the analysis of the results and a discussion of the research findings. Chapter Five presents the research conclusions and recommendations. Additionally, the organizational philosophy, organizational chart, process map, value chain, and functions and procedures are presented. |
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