Self-assessment of service quality: A significant experience in peru

Abstract

Self-evaluation is a technical process that involves a political decision and is related to the organization’s ability to diagnose problems, find solutions and use strategies to introduce, manage and sustain changes. The objective was to implement a virtual system for self-evaluation of service quality in the Professional School of Primary Education, of the National University of Piura, Peru. The paradigm is quantitative, with a non-experimental research design, of a transversal descriptive type, the questionnaire elaborated based on the quality model standards directed by the national university evaluation and accreditation commission (CONEAU) was used, considering a sample of 180 subjects. In the results it was found that the primary school does not have a mechanism for self-assessment of quality (91.9%), 50% of the standards of the career management dimension, the dimensions of professional training are met and support service is met between 77% and 90% respectively, because it does not have financial resources for infrastructure and equipment. It was concluded that the implementation of a virtual system for the self-evaluation of the school will improve teaching processes, evaluation of learning, formative research and professional training oriented towards continuous improvement.