Resumo

SOTELO ASEF, Jesús Guillermo; SOSA ALVAREZ, María Concepción  e  CARREON GALLEGOS, Ernesto. Validation of the performance assessment instrument of a quality management system at a higher education institution. RIDE. Rev. Iberoam. Investig. Desarro. Educ [online]. 2020, vol.10, n.20, e035.  Epub 18-Nov-2020. ISSN 2007-7467.  https://doi.org/10.23913/ride.v10i20.653.

In the understanding that an educational institution is also an organization whose substantive task is the proportion of a service that seeks student learning through the activities that it offers in its entirety, the workers perception of it is the basis for the maturation of a Quality Management System that transcends its processes with the intention of generating better results. Under this tenor, the objective of this study was to design and validate a tool for monitoring the status of an institution of higher education, in that sense and aligned with the statutes of the ISO 9001:2015 Quality Standard.

An instrument was then developed, whose purpose is to know the worker’s perception regarding the aforementioned, in such a way that the result obtained annuls the biases derived from the application of other tools, such as checklists that the same standard provides, and that are not far from the criteria and other pollutants such as frames of reference or disposition and spirit of the auditor or measure. The research design was classified in the instrumental type, and the measurement document in the scale typology. Its metric properties of content, construct and reliability were defined to a sample of 133 university. The final structure of this instrument was made up of 42 items, distributed in five dimensions, results you get that the instrument designed after its statistical validation meets the established criteria I feel this a valid instrument for its application in practice.

Palavras-chave : quality standard; higher education; measurement; service quality.

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