Propuesta para el fortalecimiento del servicio al usuario dentro del subsistema formación profesional de la Universidad Santiago de Cali: proceso gestión académica periodo 2018-2019

Abstract

The present research for degree is made as a base of quality management information system of the University of Santiago de Cali, making an analysis of the perception of the academic management users of the process, particularly in the academic secretaries of the seven faculties. It is done by establishing which are the aspects to strengthen in the service provision and for it a research of the descriptive type was made. Considering this a diagnosis was made of the aspects to be improved and strengthened that affect the perception of users and therefore their level of satisfaction with respect to the provision of the service. With the result obtained, applying the Albrecht and Zemke model, seeking improvement in the provision of the service and consequently the increase in the level of satisfaction of the users of the process, is proposed as a strategy.