Medición de la calidad en el servicio institucional a través de la percepción de la satisfacción de los estudiantes, de la Escuela Superior Politécnica de Chimborazo, en el periodo octubre 2017- marzo 2018.

Abstract

The objective of this research was to measure the quality of the institutional service, through the perception of the satisfaction of the students de la Escuela Superior Politécnica de Chimborazo, in the period October 2017- March 2018. For the information gathering, they applied questionnaire surveys structured in 7 blocks of questions, which represented the latent variables under study. Each question within the block represents a variable of measurement, counting finally with 33 variables that were applied to a sample of 1000 student. Data were analyzed using the statistical technique Structural Equation Model (SEM), which has the ability to represent unobservable concepts, so for this project were considered 7 latent variables of the European Customer Satisfaction Index (ECSI) model: Expectation, Hardware, Software, Perceived Value, Satisfaction and Loyalty. The proposed MEE was adjusted with the technique of Partial Least Squares, using the plspm statistical software package R. Obtaining the index of student perception in the quality of services offered by the ESPOCH, called INSPOCH of 69.02% where it was possible to identify strengths and weaknesses of the institution. This index is a tool for the corresponding authorities to make decisions, based on the criteria of an important actor in an educational process such as students, with a vision of continuous improvement and achieving quality standards for the benefit of the polytechnic community.