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REVISTA INNOVA ITFIP, 9 (1). 67-81. DIC. 2021
Resumen
Medir
competitividad en las organizaciones, es una forma también, de posicionarse en el mercado y nos
permite
buscado por el consumidor, creando lealtad para el desarrollo de una relación a largo plazo. El
objetivo
percepción que tienen los doctorantes en 15 programas educativos de Universidad Autónoma de
Querétaro
transversal y se aplicó un instrumento a 118 estudiantes. El estudio se justifica a partir del supuesto
de que medir la percepción de la calidad a partir del liderazgo docente como el último elemento de
la cadena de servicio, permite obtener información del desempeño del programa y accede a diseñar
estrategias
universidades.
Palabras clave: calidad en el servicio, percepción del cliente, liderazgo docente
Abstract
Measuring the quality of the services provided in a company is a way to maintain competitiveness
in organizations, it is also a way to position ourselves in the market and allows us to observe the
degree
creating loyalty for the development of a long-term relationship. The objective of this research is
to
educational
practices. It is a quantitative, cross-sectional study and an instrument was applied to 118 students.
The study is justified from the assumption that measuring the perception of quality from the teacher
leadership as the last element in the service chain, allows obtaining information on the performance
of the program and agrees to design strategies for improving educational quality that they can serve
as a model for other universities.
Keywords:
Quality of Service, customer perception, teaching leadership