Model to Improve the Quality of Services and the Skills of Young University Students

Abstract

Introduction

This study explores how the Computer Laboratory Office (CLO) of the Faculty of Systems Engineering and Computer Science at the University of San Marcos can provide high-quality services and at the same time improve the skills of university students in providing these services. for which an innovative model is created.

Objectives

The research aimed to develop a sustainable model integrating the ISO 9001:2015 standard, Knowledge Management, Information Technologies (e.g., Support Information Systems, Dashboards), Empowerment, and the Servqual model. The objective was to improve service quality, ensure continuous improvement, and analyze user perceptions through a dashboard.

Methods

Over an eight-year period, the study employed a mixed-methods approach, including a literature review, framework development, and empirical testing. The model was implemented in the CLO, gathering user feedback and conducting statistical analyses to evaluate its impact on service quality and the technical and soft skills of students.

Results

The model significantly enhanced the competencies of students providing services and improved the quality of services offered to users. Notably, the CLO achieved ISO 9001:2015 accreditation for three processes. Statistical records demonstrated the model's effectiveness, reinforcing its success. It can be concluded that knowledge management implies better quality of service and in turn positively affects user satisfaction

Conclusions

This research developed an innovative model that enhances service quality and student skills in pre-professional practice. By integrating ISO 9001:2015, ICT, Empowerment, and the Servqual model, it filled a critical gap in the literature and demonstrated its potential for replication in other university training centers, ensuring sustainable quality improvement and student growth.