Escala para evaluar la calidad del personal administrativo percibida por el docente universitario

• Josué Jesús Cabrera Ruilova https://orcid.org/0000-0002-6580-8436
• Abdón Adolfo Cabrera Torres https://orcid.org/0000-0001-9431-821X
• Kerly Nichole Manosalvas Lemus https://orcid.org/0009-0004-7952-9050

DOI: https://doi.org/10.31876/rcs.v30i2.41915

Palabras clave: Percepción, interacción administrativa, calidad de servicio, administración universitaria, docente universitario

Resumen

Este estudio tiene como objetivo desarrollar una escala para medir las percepciones del personal docente sobre la calidad del contacto administrativo universitario. Integrando dimensiones de confiabilidad, capacidad de respuesta, aseguramiento y empatía, el instrumento diseñado busca ofrecer una evaluación precisa y confiable de la interacción administrativa en el ámbito académico. Adicionalmente, mediante la aplicación de la metodología Rasch, se refinó un cuestionario específico que aborda las diversas facetas de la calidad administrativa. Este proceso permitió la determinación de la dificultad de los ítems y la evaluación de la calidad del ajuste, utilizando el software RUMM para análisis avanzados. Los hallazgos sugieren una adaptación efectiva del modelo SERVQUAL, omitiendo la dimensión de tangibles y añadiendo elementos específicos al contexto universitario para superar las limitaciones inherentes a la adaptabilidad y la coherencia en las respuestas. La reestructuración metodológica, incluida la modificación del formato de respuesta, mejora significativamente la captura de expectativas y percepciones, ofreciendo una herramienta valiosa para los administradores universitarios centrada en pilares fundamentales de la gestión de la calidad. En conclusión, esta escala permite la realización de mediciones periódicas y la implementación de ajustes proactivos, así como establecer un precedente metodológico para futuras investigaciones en el área de calidad administrativa.

Citas

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