SciELO - Scientific Electronic Library Online

vol.13 issue6Assessment of collaborative learning skills acquired through the knowledge integration projectAnalysis technological factors on the academic performance in a public university in Mexico City author indexsubject indexarticles search
Home Pagealphabetic serial listing  

Services on Demand




Related links

  • On index processCited by Google
  • Have no similar articlesSimilars in SciELO
  • On index processSimilars in Google


Formación universitaria

On-line version ISSN 0718-5006


FONTALVO, Tomás J.; DE LA HOZ, Enrique J.  and  MARRUGO, Nubia. Performance evaluation and efficiency analysis of the sigma level in the evaluation of service quality at a higher education institution. Form. Univ. [online]. 2020, vol.13, n.6, pp.247-254. ISSN 0718-5006.

This research study presents a method to assess the sigma level performance and efficiency of quality dimensions at a higher education institution. A theoretical context is provided on the quality of the service, including the Six Sigma metrics and the data envelopment analysis. Data input are records received by the service management center for 11 months in 2019. The results show that the average service level efficiency was 93.48% during the 11 months examined. Critical input quality dimensions are identified to improve customer satisfaction. It is concluded that the performance evaluation method and the sigma quality service efficiency analysis performed here allow assessing quality services dimensions accurately, periodically, and longitudinally.

Keywords : service quality; Six Sigma; education; control charts.

        · abstract in Spanish     · text in Spanish     · Spanish ( pdf )