Percepción De Calidad Del Servicio En Los Usuarios Del Centro De Formación Integral En Actividad Y Cultura Física De La Universidad Del Quindío.

In order to determine the perception of service quality in center users comprehensive training activity and physical culture of the University of Quindío with a total of 132 people surveyed between men and women being the youngest of 17 years and the greater than 68 years, the survey for measuring service quality called SERVQUAL that includes 5 factors (infrastructure, security, empathy, responsiveness, reliability) a quantitative type research was conducted by the dumped data were entered and analyzed in the statistical program SPSS, where the overall results, differences between men and women and reliability of the test were analyzed. The results showed a reliability of alpha Cron 0.90 Total Bach measuring the internal consistency of the instrument. It was found that women had the highest score placed on most items in general (June 5th), the type of user that higher scores placed the items were graduates (June 4), it was found that safety and empathy were the highest scores and responsiveness was to lower scores, it was found that one of the items (item 15) scored below average scores in the rest. It is concluded that people perceive the service and quality of this center as appropriate and with high scores.

• Autores: Martínez Giraldo, José Luis
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2016
• Institución: Universidad del Quindío
• Repositorio: Repositorio Universidad del Quindío
• Idioma: spa
• OAI Identifier: oai:bdigital.uniquindio.edu.co:001/327
• Acceso en línea: https://bdigital.uniquindio.edu.co/handle/001/327
• Palabra clave: percepción, prestación, calidad, servicio
• Rights: closedAccess
• License: Derechos Reservados - Universidad del Quindío