Evaluation of the quality of service of the academic system of the Technical University Luis Vargas Torres of Esmeraldas based on the DeLone and McLean model
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Abstract
Introduction. In order to use new technologies within Higher Education Institutions to reinforce academic development, universities have chosen to implement academic systems to improve and optimize administrative management processes and especially academic management; Thus, computer systems must be periodically evaluated to measure the quality of service they provide to their users. Objetive. This research was carried out with the objective of evaluating the quality of the services of the academic system (SIAD) of the Luis Vargas Torres de Esmeraldas Technical University based on the updated success model of DeLone and McLean (D&M) which measures 6 dimensions: quality system, information quality, service quality, use, user satisfaction and perceived benefits, in addition to demographic information. Methodology. The information was collected through a survey that contained a questionnaire based on the dimensions described above that was applied to the users of the system, using a sample of 383 people. Results. The reliability of the questionnaire used in the evaluation was measured by Cronbach's alpha, where the general index was α 0.963, it was determined that the general quality of the academic system is acceptable satisfactory, reaching a mean of 3.58 equivalent to 71.52%. Conclusions. This indicates that the quality of service is within acceptable parameters. However, the user satisfaction dimension had a lower impact than expected.
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