Improving University Service Quality through the Design of an MVP for the Automated Management of Non-Cognitive Points

Morales Jave F.I.; Pablo Rosales López P.; Moore Torres R.K.; Jaime León Velasquez W.; Reyes T.; Martinez Paredes B.P. · ICACIT 2025 - Proceedings: 11th International Symposium on Accreditation of Engineering and Computing Education (2025) · DOI: 10.1109/icacit66767.2025.11369569

Resumen

This study evaluated the impact of designing a Minimum Viable Product (MVP) to automate the management of non-cognitive points (NCP) at the Faculty of Industrial Engineering, National University of San Marcos. Using the SERVQUAL model, service quality perception was measured across five dimensions (tangibles, reliability, responsiveness, assurance, and empathy) before and after system implementation. The system was developed using Python and MySQL. Results demonstrated significant improvements: the overall score increased from 2.22 to 4.12, with notable progress across all dimensions, statistically confirmed (p < 0.001, Wilcoxon test). This study concludes that automation substantially optimizes service quality in the management of non-cognitive points.

Instituciones: Universidad Nacional Mayor de San Marcos