Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria
Quality in customer service has become an essential tool in organizations. For this reason, the present study aims to develop a technological tool that allows monitoring and follow-up of the measu- rement of customer satisfaction in higher education schools. For this purpose, key personnel from diff...
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Universidad Autónoma de Tamaulipas
2018
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| Online Access: | https://educiencia.uat.edu.mx/index.php/Educiencia/article/view/32 |
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oai:educiencia_uat:article-322021-03-08T18:08:20Z Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria La gestión de encuestas como herramienta de medición y retroalimentación de la calidad de la Facultad de Comercio y Administración Victoria Coronado-Briceño, Jesús Abner Jiménez-Frausto, Perla San Juana Ábrego-Almazán, Demián Quality in customer service has become an essential tool in organizations. For this reason, the present study aims to develop a technological tool that allows monitoring and follow-up of the measu- rement of customer satisfaction in higher education schools. For this purpose, key personnel from different Quality Management Systems of the University were interviewed. This resulted in a proposal of a computerized survey system, which makes it possible to create a variety of instruments that help in the evaluation of the performance of areas that provide services to students, teachers, and administrative staff of our University. La calidad en la atención al cliente se ha convertido en una herramienta esencial en las organizaciones. Por esta razón el presente trabajo tiene como objetivo el desarrollo de una herramienta tecnológica que permita monitorear y dar seguimiento a la medición de la satisfacción del cliente de escuelas de educación superior. Para ello se entrevistó a personal clave de diferentes Sistemas de Gestión de Calidad de la Universidad. Como resultado, se propone un sistema informático de encuestas, el cual permite crear de manera flexible y rápida una variedad de instrumentos, contribuyendo con ello a la evaluación del desempeño de áreas que prestan servicios tanto a alumnos y maestros, como a administrativos de nuestra Universidad. Universidad Autónoma de Tamaulipas 2018-08-31 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://educiencia.uat.edu.mx/index.php/Educiencia/article/view/32 10.29059/educiencia.v2i1.32 EDUCIENCIA; Vol 2 No 1 (2017): January-June; 17-21 EDUCIENCIA; Vol. 2 Núm. 1 (2017): Enero-Junio; 17-21 2683-1791 spa https://educiencia.uat.edu.mx/index.php/Educiencia/article/view/32/25 |
| institution |
EDUCIENCIA |
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| language |
spa |
| format |
Online |
| author |
Coronado-Briceño, Jesús Abner Jiménez-Frausto, Perla San Juana Ábrego-Almazán, Demián |
| spellingShingle |
Coronado-Briceño, Jesús Abner Jiménez-Frausto, Perla San Juana Ábrego-Almazán, Demián Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria |
| author_facet |
Coronado-Briceño, Jesús Abner Jiménez-Frausto, Perla San Juana Ábrego-Almazán, Demián |
| author_sort |
Coronado-Briceño, Jesús Abner |
| title |
Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria |
| title_short |
Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria |
| title_full |
Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria |
| title_fullStr |
Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria |
| title_full_unstemmed |
Survey management as a tool for quality measurement and feedback in the School of Trading and Management Victoria |
| title_sort |
survey management as a tool for quality measurement and feedback in the school of trading and management victoria |
| description |
Quality in customer service has become an essential tool in organizations. For this reason, the present study aims to develop a technological tool that allows monitoring and follow-up of the measu- rement of customer satisfaction in higher education schools. For this purpose, key personnel from different Quality Management Systems of the University were interviewed. This resulted in a proposal of a computerized survey system, which makes it possible to create a variety of instruments that help in the evaluation of the performance of areas that provide services to students, teachers, and administrative staff of our University. |
| publisher |
Universidad Autónoma de Tamaulipas |
| publishDate |
2018 |
| url |
https://educiencia.uat.edu.mx/index.php/Educiencia/article/view/32 |
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