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Formación universitaria

On-line version ISSN 0718-5006

Abstract

FONTALVO, Tomás J.; DE LA HOZ, Enrique J.  and  MARRUGO, Nubia. Performance evaluation and efficiency analysis of the sigma level in the evaluation of service quality at a higher education institution. Form. Univ. [online]. 2020, vol.13, n.6, pp.247-254. ISSN 0718-5006.  http://dx.doi.org/10.4067/S0718-50062020000600247.

This research study presents a method to assess the sigma level performance and efficiency of quality dimensions at a higher education institution. A theoretical context is provided on the quality of the service, including the Six Sigma metrics and the data envelopment analysis. Data input are records received by the service management center for 11 months in 2019. The results show that the average service level efficiency was 93.48% during the 11 months examined. Critical input quality dimensions are identified to improve customer satisfaction. It is concluded that the performance evaluation method and the sigma quality service efficiency analysis performed here allow assessing quality services dimensions accurately, periodically, and longitudinally.

Keywords : service quality; Six Sigma; education; control charts.

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