Proposal of an instrument to evaluate the quality of services and satisfaction of users in the process of registration of a higher education institution.

Abstract

The present work is carried out with the purpose of evaluating the quality of the services and the satisfaction of the users in the registration process of a higher education institution (HEI). The starting point is to define the main shortcomings that may arise when users come into contact with IES employees and make the right decisions. In addition, a questionnaire is applied that includes the tangibility, reliability, responsiveness, security and empathy elements to a sample of 300 students who aspire to enter the IES.