Determinación del Grado de Satisfacción Estudiantil en una Institución Pública de Educación Superior

Abstract

Excellence in service is more than a competitive advantage, a requirement for any organization. The service industry has undergone a change in recent years and the institutions of higher education have not been left out of this requirement. The present study seeks to identify the level of satisfaction of the students of the Technological Institute of Toluca with the services offered. The type of research that is addressed is of a descriptive type; the information is obtained through the collection of primary data through the application of a survey, sampling is carried out by strata, considering each career offered by the Institute as a stratum. The questionnaire includes questions on a five-level Likert scale. The factors that are considered are: teaching, infrastructure and administrative services. The results obtained reveal the areas that require immediate attention from the client's perception (students), this information is the basis for developing strategies for continuous improvement. The conclusions are presented in terms of relevance to the student body, that is, the level of satisfaction as an indicator of the quality of the service provided by the Institution