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The evaluation of Diagnostic Quality Management compliance with the development activities of a system in general. This evaluation allows the optimization of processes in the admission system at the engineering faculty of the University of Panama. The objective of the research was to develop the SERVQUAL model for measuring service quality at the Faculty of Engineering of the University of Panama. Quality management evaluation is a continuous activity that allows to optimize processes in any complex organization. The processes of admission to higher education centers such as the Engineering Faculty of the University of Panama are of vital importance since they are the first contact that users interested in joining this study center will have. Currently, it is a necessity at the University of Panama the quality management evaluation process to optimize the admissions process, the methodology used in the research has a quantitative, experimental, prospective approach, the data obtained are of primary source made by the researcher in empirical form. The technique used to carry out this research was the survey and the measuring instrument is the questionnaire of eighteen questions according to the SERVQUAL model, developed by Parasuraman, Zeithaml and Berry (1994) through a sample of 40 applicants to enter the Engineering faculty, for the tabulation of data Microsoft Excel software was used. The result is 87% satisfaction in the quality perceived by users. The results show that the applicants are satisfied by the attention and information received by the Faculty of Engineering during their university admission process. In conclusion, through the evaluation of quality management, the optimization of admission processes was developed at the Faculty of Engineering of the University of Panama. Optimizing the process and making an assessment of the quality of the process helped the admissions management and the Engineering faculty to reduce time, maintain the satisfaction of first-time students and in turn make a continuous improvement of the process under study.
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