Desarrollo de la capacidad de innovación en procesos de servicio al cliente del departamento de matrícula en instituciones de educación superior en Barranquilla, Colombia

Abstract

The purpose of this study was to analyze the capacity of innovation in customer service processes of enrollment departments in higher education institutions from Barranquilla (Colombia). This research was of quantitative approach and correlational in scope. A survey structured with thirty items on a Likert-type scale was applied to 398 students to assess the relationship between innovation capacity and customer service. The statistical analysis showed relevant associations between innovation capacity factors and customer service factors. However, the most significant relationships were found in the exploitation and ambidexterity factors, with exploitation being presented to a lesser degree. It is concluded that the capacity for innovation in the institutions sampled is developed to a great extent. However, it is important to continue working on offering an exceptional service that fully satisfies client needs.