Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021
The present study generates an organizational management model that analyzes the capacities of human capital to achieve an intangible quality of service that frames the functionality and perspectives that clients have to demand their right to receive the best services and satisfaction of their needs...
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| Publicado en: | Revista de Investigación Valor Agregado |
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| Autores principales: | , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
| Publicado: |
Universidad Peruana Unión
2022
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| Materias: | |
| Acceso en línea: | Ver en el sistema de origen |
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| Sumario: | The present study generates an organizational management model that analyzes the capacities of human capital to achieve an intangible quality of service that frames the functionality and perspectives that clients have to demand their right to receive the best services and satisfaction of their needs. The objective of the research is to propose an organizational management model to improve the practice of service quality after COVID19 in the South Peruvian Adventist Educational Association, The type of study was descriptive and quantitative. The sample was non-probabilistic stratified made up of 235 clients. To measure the quality of the service, the SERQUAL model was used. This allows us to conclude that clients are satisfied with the reliability, sensitivity, security, empathy and tangible elements (average perception of 72%) that the educational institution provides its clients. Finally, the highlighted results will help the management of the organization to consider that the quality of the service is an obligation to provide to its customers on the basis of a new management of the more competitive organization. |
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| ISSN: | 2413-5836 2410-1168 |