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Revista Ingeniantes 2017 Año 4 No.1 Vol.1

Table 6: Results and Proposal of Improvement of the events within the university and students are heard
and that their needs are met. Furthermore you can verify
Dimension Problem Proposed the proper functioning of the model SERVPERF in measu-
Improvement improvement ring customer expectations, based on qualitative data and
Variation in making a transformation to treat them as quantitative data.
Good presentation To establish 9. References
presentation uniform for [1] L.E. M. Ibarra and E. V. M. Casas, “Aplicación
working days. del modelo Servperf en los centros de atención
Easily locatable It is not well Telcel, Hermosillo: una medición de la calidad en
located Carry out el servicio,” Contaduría y Adm., vol. 60, no. 1, pp.
Parking publicity 229–260, 2015.
missing campaign and [2] A. M. Smith, “Measuring Service Quality: is
delivery of SERVQUAL now Redundant?,” J. Mark. Manag.,
Good Inadequate information vol. 11, no. 1–3, pp. 257–276, 1995.
relationship service leaflets [3] K. M. Elliott, “Servperf Versus Servqual: a Mar-
Expanding car keting Management Dilemma When Assessing Ser-
Interests of Lack of park vice Quality.,” J. Mark. Manag., vol. 4, pp. 56–61,
students interest in 1994.
students Training and [4] S. Kamal, Y. Aqeel, and S. Khan, “City Uni-
standardize staff versity of Science and Information Technology Pes-
Clear and The for the service hawar Pakistan,” pp. 279–290, 2014.
understandable information rendered equal. [5] M. A. Phiri and T. Mcwabe, “Customers ’ Ex-
information is not pectations and Perceptions of Service Quality : the
transmitted Train teachers Case of Pick N Pay Supermarket Stores in Pieter-
adequately and maritzburg Area , South Africa,” Intenrational J.
at all levels administrative Res. Soc. Sci., vol. 3, no. 1, pp. 96–104, 2013.
staff in order to [6] B. A. A. G. A. EL-refae, “The Relationships be-
Security service Adequate ensure a quick tween Service Quality, Satisfaction, and Behavioral
response to the Intentions of Malaysian Spa Center Customers,” Int.
Telephone Adequate student’s needs. J. Bus. Soc. Sci., vol. 3, no. 1, pp. 198–206, 2012.
contact Adequate [7] R. Johnston, “The Determinants of Service Qua-
Due to the lity - Satisfiers and Dissatisfiers,” Int. J. Serv. Ind.
Instruments structure of the Manag., vol. 6, no. 5, pp. 53–71, 1995.
and procedures university it is
necessary to
create a real time
electronic
information
system for all
staff and
students.

No improvement
is necessary.

No improvement
is necessary.

No improvement
is necessary.

According to the analysis shown, it is observed that the [8] M. G. D. a RíosVázquez, M. N. J., González, A.
most significant factors as the results are the lack of stan- A., Carrazco, M. A. C., Vázquez, M. J. P., & Ríos,
dardized work, by the administrative and teaching staff, “SERVQUAL: Evaluación en el servicio de las áreas
and the absence of effective communication, which can de Catastro e Ingresos del Ayuntamiento de Caje-
occur through an electronic communication system, to me ”,” 2008.
ensure that the administrative staff, teachers and students [9] V. Zeithalm, M. J. Bitner, and D. Gremler, “Cus-
are informed about developments within the universi- tomer expectations of service,” in Services Marke-
ty and most importantly, students are listened and their ting, 2013, pp. 54–75.
needs are met.

8. Conclusions [10] M. Adil, O. F. M. Al Ghaswyneh, and A. M. Al-
According to the analysis, it was shown that the signifi- bkour, “SERVQUAL and SERVPERF: A Review of
cant factors based on the results obtained, are, the lack Measures in ServicesMarketing Research,” Glob.
of standardized work by the administrative and teaching J. Manag. Bus. Res. Mark., vol. 13, no. 6, pp. 64–
staff, besides the lack of effective communication at all 76, 2013.
levels, which can be treated with the implementation of [11] K. Allen, “Explaining Cronbach’s Alpha,” Infor-
an electronic communication system, which ensures that mal Present. given Dur., 2005.
the administrative staff, teachers and students are aware

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