Efectividad del proceso de atención estudiantil y la percepción del clima de los estudiantes del Instituto de Postgrado y Eduación Continua de la Universidad Estatal de Milagro UNEMI.

Abstract

Customer service is the first approach that exists between organization-consumer. It is a process that allows customers to offer the company's products or services, and it depends on the staff in charge of the quality of service it provides to customers. Within the quality of customer service there are variables such as communication, problem solving, aptitudes, agility of processes, and knowledge of information, motivation and kindness that are part of an effective relationship with the client. The presentwork consisted of the study of the quality of customer service offered by the administrative staff and its influence on the satisfaction of the students of the Postgraduate and Continuing Education Institute of the State University of Milagro, where through a quantitative methodology and qualitative tools were designed to gather accurate information on the service offered by the staff and the service perceived by the students who are part of the master's degrees and courses provided by the Institute. In addition, two hypotheses were raised, on the one hand it is considered that there is an influence between the quality of the customer service process and thesatisfaction of the climate of the students of the Postgraduate and Continuing Education Institute. On the other hand, it is presumed that the administrative staff does not have a formalization of the student customer service processes in the Institute. To verify the hypothesis, the different instruments applied are analyzed and according to the results, an intervention proposal is derived.