Criteria for strengthening the quality of service to the user of higher education services. UF case study

Abstract

This document aims to develop an analysis on administrative management in satisfaction of service quality for students of the Technological Training Institute (ITF). The methodology uses a mixed approach, collecting data through a questionnaire to 388 students, via the Internet, structured from the dimensions and indicators relevant to the SERVPERF technique. The results report for the administrative management a 0.981 on the satisfaction of the quality that the student has of the services that he receives from the ITF. Based on these results, the proposal for the creation of the Student Accompaniment Center was developed, whose functions are to promote a channel of communication between students, authorities and institutional administrative entities; and counseling for students in different academic management processes.