Resumo

ALVARADO PENA, Lisandro José  e  DIAZ DE LEON, Fridzia Izaguirre. Quality of the service in public mexican universities: perspective of analysis from the dimensions. Pensam. gest. [online]. 2015, n.38, pp.95-118. ISSN 1657-6276.  https://doi.org/10.14482/pege.37.7020.

This research is the result of a wider research developed by international networks, formed by research and academic groups from Venezuela and Mexico, respectively. This research was carried out at Mexican Institutions of Higher Education, specifically in public universities on the northwest of Sinaloa, Mexico. This research objective was to analyze quality dimensions of the service offered by administrative personnel at the studied universities; following Alvarado (2010) proposal to measure quality dimensions of university service. Methodologically, this research is based on the quantitative paradigm and it is classified as a study with descriptive scope and field work. Some the theoretical framework perspectives are described. The researched population was formed by 367 people among professors, researchers and undergraduate and postgraduate students. In terms of data collection a questionnaire was used, in order to validate such instrument's consistency the Cronbach/s coefficient alpha was analyzed. According to obtained results there is kinder treatment by administrative personnel, whereas by some public functionaries offer an unfair and indifferent treatment, which worries users, to this reality that affects the university service. In conclusion, in some academic units, there is a higher level of acceptance by the user-citizen when the service is received.

Palavras-chave : Service quality; professors; researchers; students; public functionary; public university.

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