Fortalecimiento del servicio al cliente en La Universidad La Gran Colombia

Abstract

The Universidad La Gran Colombia is an institution of higher education dedicated to the training of professionals from a social and humanistic perspective, social responsibility and sustainable development. Furthermore, learning is based on Christian values, the search for truth and citizenship skills. Since 2014, it has been denoted concern for providing quality service and according to the requirements of students, in order to achieve market position and ensure transparency and accountability processes. Therefore, this research, which aims to structure a plan to strengthen customer service from service management models and according to assessments of satisfaction and internal perceptions related to this aspect was developed. In this vein, analysis processes internal and external contexts were developed, as well as the results of studies of student satisfaction, service points and management PQR's analyzed. On the other hand, it developed an exercise in perception of customer service provision by the academic and administrative units. Thus making the contrast with the SERVQUAL model is based on meeting customer expectations. The plan is aligned with the new Institutional Strategic Development Plan 2016-2020 was structured SIDS Finally, the plan was projected for implementation two years and will be routed under five strategic initiatives which are structuring Institutional Policies of good service, improving business processes and procedures, strengthening the process of PQRS, the appropriation of the quality of service institutional, student loyalty through good service and ensure resources for strategy management.