Quality of the service in public mexican universities: perspective of analysis from the dimensions

Abstract

This research is the result of a wider research developed by international

networks, formed by research and academic groups from Venezuela and

Mexico, respectively. This research was carried out at Mexican Institutions

of Higher Education, specifically in public universities on the northwest of

Sinaloa, Mexico. This research objective was to analyze quality dimensions

of the service offered by administrative personnel at the studied universities;

following Alvarado (2010) proposal to measure quality dimensions of university

service. Methodologically, this research is based on the quantitative

paradigm and it is classified as a study with descriptive scope and field work.

Some the theoretical framework perspectives are described. The researched

population was formed by 367 people among professors, researchers and undergraduate and postgraduate students. In terms of data collection a questionnaire was used, in order to validate such instrument’s consistency the

Cronbach´s coefficient alpha was analyzed. According to obtained results

there is kinder treatment by administrative personnel, whereas by some public

functionaries offer an unfair and indifferent treatment, which worries

users, to this reality that affects the university service. In conclusion, in some

academic units, there is a higher level of acceptance by the user-citizen when

the service is received.