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dc.contributor.advisorCórdova-Claudio, Mario
dc.contributor.authorTorres-García, Vanessa M.
dc.date.accessioned2018-04-09T15:47:31Z
dc.date.available2018-04-09T15:47:31Z
dc.date.issued2017
dc.identifier.urihttps://hdl.handle.net/20.500.11801/455
dc.description.abstractThis thesis utilizes a case study methodology to analyze and evaluate service quality at a Research Administration Center. The case selected for the study was the University of Puerto Rico Mayagüez Campus’ (UPRM) Research and Development (R&D) Center. The method of analysis required the development and use of a modified SERVQUAL instrument to gather quantitative and qualitative data about investigator expectations and perceptions of service quality for each R&D Center unit. The data was utilized to perform a gap analysis and an impact analysis, the results of which are summarized by individual unit. In all units, investigators prioritized responsiveness and reliability dimensions over all other aspects of service quality. A comparative section was prepared to identify trends and overall R&D Center behavior. The analysis of investigator perceptions reveal various positive aspects and presents areas with high potential for improvement.
dc.description.abstractEsta tesis utiliza como metodología el estudio de caso para analizar y evaluar la calidad de servicio en un Centro de Administración de Investigación. El escenario de estudio fue el Centro de Investigación y Desarrollo (CID) – de la Universidad de Puerto Rico, Recinto de Mayagüez (UPRM). El método de análisis implicó el uso del instrumento SERVQUAL modificado, para recopilar datos cuantitativos y cualitativos sobre las expectativas de los investigadores y la percepción de la calidad del servicio para cada unidad del CID. Estos datos se utilizaron para realizar un “gap” análisis de brecha y un análisis de impacto, cuyos resultados se resumen por unidad. En todas las unidades, los investigadores priorizaron las dimensiones “responsabilidad” y “confiabilidad” sobre todos los demás aspectos de calidad del servicio. Se preparó una sección comparativa para identificar las tendencias y el comportamiento de todo el CID. El análisis de estas percepciones revela varios aspectos positivos y presenta áreas con alto potencial de mejora.
dc.description.sponsorship"Improvement of the Research & Development Center's Organizational Infrastructure, Resources, and Institutional Engagement”en_US
dc.language.isoenen_US
dc.subjectService qualityen_US
dc.subjectResearch Administration Centeren_US
dc.subjectSERVQUALen_US
dc.subject.lcshSERVQUAL (Service quality framework)en_US
dc.subject.lcshResearch institutes--Puerto Rico--Mayagüez--Quality controlen_US
dc.subject.lcshService industries--Quality controlen_US
dc.titleResearch administration SERVQUAL: A case study on service quality at the University of Puerto Rico Mayaguez R&D Centeren_US
dc.typeThesisen_US
dc.rights.licenseAll rights reserveden_US
dc.rights.holder(c) 2017 Vanessa M. Torres Garcíaen_US
dc.contributor.committeeOrtiz Rodríguez, Rosario
dc.contributor.committeeAmador Dumois, María A.
dc.contributor.representativeCruzado, Ivette
thesis.degree.levelM.B.A.en_US
thesis.degree.disciplineBusiness Administration-Generalen_US
dc.contributor.collegeCollege of Business Administrationen_US
dc.contributor.departmentDepartment of Business Administrationen_US
dc.description.graduationYear2017en_US


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  • Theses & Dissertations
    Items included under this collection are theses, dissertations, and project reports submitted as a requirement for completing a degree at UPR-Mayagüez.

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