Holguin, K., Rodríguez, F., Jáuregui, C., Camacho, C. (2018). Calidad en el servicio al cliente en el sector educación de maestrías especializadas en Lima Metropolitana [Tesis, Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/12717
Holguin, K., Rodríguez, F., Jáuregui, C., Camacho, C. Calidad en el servicio al cliente en el sector educación de maestrías especializadas en Lima Metropolitana [Tesis]. PE: Pontificia Universidad Católica del Perú; 2018. http://hdl.handle.net/20.500.12404/12717
title = "Calidad en el servicio al cliente en el sector educación de maestrías especializadas en Lima Metropolitana",
author = "Camacho Passuni, Cristina Violeta",
publisher = "Pontificia Universidad Católica del Perú",
year = "2018"
The quality of the service offered is crucial for organizations to be viable and successful. For this reason, in the last decades, models for measuring the quality of services have been developed that are applied to various industries, and even in the education sector there are scales of quality measurement specially designed for this type of service, such as the case of HEDQUAL. However, at present, there is no validated quality measurement model in postgraduate education in Peru. In this sense, this research seeks to validate the HEDQUAL scale in the education of specialized masters in Metropolitan Lima, and is the first to apply this measurement model in Latin America. This research is quantitative, correlational, nonexperimental, cross-sectional and explanatory; and involves the application of surveys to a representative sample of students of the international corporate masters of CENTRUM, which includes the evaluation of the students on the performance of the provider of this service to determine the perceived quality. Likewise, through the analysis of factors and the multiple linear regression analysis, the HEDQUAL model is validated in the specialized masters of Metropolitan Lima with 28 Likert scales and seven dimensions: quality of the teaching service, quality of the programs, quality of the administrative services, quality of library services, career opportunities, quality of infrastructure and quality of support services. The seven dimensions affect the perceived quality of service, however the quality of the teaching service and the quality of administrative service are the ones that have the greatest impact, while the quality of library service and quality of support service are the least significant. Finally, this research provides relevant information about the perceived quality of the service by students of the MCI of CENTRUM.
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