Keywords
Quality of education
customer service
Improve educational processes
educational processes
School of General Studies
University of Costa Rica
Modelo de análisis multivariable o factorial
Calidad de la educación
proceso educativo
Escuela Estudios Generales
Universidad de Costa Rica
How to Cite
Abstract
The article focuses on the design, theoretical foundation and practical application of the model of multivariate or factorial analysis to measure the quality of customer service (general studies students) by the faculty. The article is divided into three parts: the first is a theoretical introduction on service quality, continuous improvement, the importance of statistical data and systematic evaluation. The second part is a reflection on the quantitative and qualitative methods, and its importance in the measurement of social processes, in particular about the model I designed for the School of General Studies. In the third part the technical characteristics and the statistics of the multivariable model are explained, as well as the variables and factors of the study, the comparative results in terms of management indicators by factor and variables for the School and its divisions.
References
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