A Multivariate analysis model. The image of General Studies and management quality

The article focuses on the design, theoretical foundation and practical application of the model of multivariate or factorial analysis to measure the quality of customer service (general studies students) by the faculty. The article is divided into three parts: the first is a theoretical introductio...

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Main Author: Rodríguez Bolaños, José Alberto
Format: artículo científico
Language: Español
Published: 2015
Subjects:
Online Access: http://revistas.ucr.ac.cr/index.php/humanidades/article/view/19388
http://hdl.handle.net/10669/15037
Summary: The article focuses on the design, theoretical foundation and practical application of the model of multivariate or factorial analysis to measure the quality of customer service (general studies students) by the faculty. The article is divided into three parts: the first is a theoretical introduction on service quality, continuous improvement, the importance of statistical data and systematic evaluation. The second part is a reflection on the quantitative and qualitative methods, and its importance in the measurement of social processes, in particular about the model I designed for the School of General Studies. In the third part the technical characteristics and the statistics of the multivariable model are explained, as well as the variables and factors of the study, the comparative results in terms of management indicators by factor and variables for the School and its divisions.