Calidad de servicio en el comedor de la Universidad Nacional de Educación Enrique Guzmán y Valle desde la percepción de los estudiantes, 2019
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Date
2021-06-18
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Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
Esta investigación pretende presentar un estudio sobre la calidad de servicio que se
brinda en el Comedor de la Universidad Nacional de Educación Enrique Guzmán y Valle
desde la percepción de los estudiantes, 2019. La muestra fue por conveniencia y quedó
conformado por 329 estudiantes beneficiarios del servicio de comedor estudiantil. Esta
investigación corresponde al enfoque cuantitativo y su diseño fue el descriptivo simple. El
método fue descriptivo y la técnica utilizada fue la encuesta que aplicó un cuestionario de
22 ítems del modelo SERVQUAL que previamente fue validado por expertos en su
extremo de contenidos. Asimismo, se sometió al proceso de confiabilidad con el
Coeficiente de Alfa de Cronbach. Luego de realizarse el procesamiento de datos se llegó a
la conclusión de que la mayoría de los estudiantes encuestados (69,12% tienen una opinión
favorable sobre la calidad de servicio percibida en el comedor de la Universidad Nacional
de Educación Enrique Guzmán y Valle en el año 2019, pero que según el método de la
semaforización ello significa que al 100% de la tasa de cumplimiento dicha calidad debe
mejorar hacia un nivel más óptimo de excelencia, tal como lo evidencian los resultados
encontrados.
This research aims to present a study on the quality of service provided in the Dining Hall of the National University of Education Enrique Guzmán y Valle from the perception of the students, 2019. The sample was for convenience and was made up of 329 students benefiting from the service student dining hall. This research corresponds to the quantitative approach and its design was the simple descriptive one. The method was descriptive and the technique used was the survey that applied a 22-item questionnaire of the SERVQUAL model that was previously validated by experts at its content end. Likewise, it was subjected to the reliability process with the Cronbach's Alpha Coefficient. After the data processing was carried out, it was concluded that the majority of the students surveyed (69.12% have a favorable opinion about the quality of service perceived in the dining hall of the National University of Education Enrique Guzmán y Valle in the year 2019, but according to the traffic light method, this means that at 100% of the compliance rate, said quality must improve towards a more optimal level of excellence, as evidenced by the results found.
This research aims to present a study on the quality of service provided in the Dining Hall of the National University of Education Enrique Guzmán y Valle from the perception of the students, 2019. The sample was for convenience and was made up of 329 students benefiting from the service student dining hall. This research corresponds to the quantitative approach and its design was the simple descriptive one. The method was descriptive and the technique used was the survey that applied a 22-item questionnaire of the SERVQUAL model that was previously validated by experts at its content end. Likewise, it was subjected to the reliability process with the Cronbach's Alpha Coefficient. After the data processing was carried out, it was concluded that the majority of the students surveyed (69.12% have a favorable opinion about the quality of service perceived in the dining hall of the National University of Education Enrique Guzmán y Valle in the year 2019, but according to the traffic light method, this means that at 100% of the compliance rate, said quality must improve towards a more optimal level of excellence, as evidenced by the results found.
Description
Keywords
Calidad de servicio, calidad de servicio percibida
Citation
Callupe Chavez, R. M. (2021). Calidad de servicio en el comedor de la Universidad Nacional de Educación Enrique Guzmán y Valle desde la percepción de los estudiantes, 2019 (Tesis de maestría). Universidad Nacional de Educación Enrique Guzmán y Valle, Lima, Perú.