La medición de la percepción de la calidad en el servicio, como una experiencia educativa dentro del modelo de competencias.

• Autores: Bruno Ancona, Cattia Ornella, Erick Centurión, María Robleda
• Localización: Educación. Handbook T-IV: Congreso Interdisciplinario de Cuerpos Académicos / coord. por Lenin Waldir Pérez Ríos, Eduardo Huerta Mascote, Miguel Ángel Ferrer Almaraz, Marcela Alejandra Núñez Ledesma, 2014, ISBN 978-607-8324-22-4, págs. 167-174
• Idioma: español
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• Resumen

  • The aim of this paper is demonstrate the application of an instrument to measure the perception of service quality as an important educational experience to develop skills in students of the career of tourism from Universidad Tecnológica del Poniente.

    The instrument is applied based on the SERVQUAL methodology, which has been widely used for measuring quality in a service questionnaire. The purpose of this study is that students use this tool with real clients and from its analysis build an objective view of the importance of customer perception when evaluating a service and they will be able to identify areas for improvement based on the results obtained.

    One of the main objectives is to provide students meaningful learning experiences that approach them to the work environment in which they will develop in the future, facing complex situations that allow a comprehensive development of their knowledge and skills.