“EVALUACIÓN DEL NIVEL DE

SATISFACCIÓN DE LOS ESTUDIANTES

CON LOS SERVICIOS DE APOYO
ESTUDIANTIL (SAE) EN LA
UNIVERSIDAD TECNOLÓGICA DEL
PERÚ”

Comencemos ….
Integrantes:
 Carmona Almeda, Rodrigo.
 Vergara Lima Rodrigo.
 Vásquez Marcos, Piero.
 Calle Gonzales, Marcelo.
 Vega Juscamaita, Freddy.
 Introducción

En este estudio, se analizó a los estudiantes de la Universidad Tecnológica del

Perú, sede ICA, durante el ciclo 2023-I, con el objetivo de evaluar su
satisfacción en el área de SAE, que afecta directamente el servicio de la
universidad. Mediante este análisis y la recopilación de datos, se buscó
identificar los problemas y las causas subyacentes que afectan el servicio de
SAE para los estudiantes, con el fin de obtener resultados que ayuden a
proponer una solución adecuada. Con la información obtenida, se brindarán
recomendaciones a los estudiantes para evitar recibir un servicio deficiente de
la universidad.
 Problemática Principal
Se ha observado que muchos estudiantes de la Universidad Tecnológica
del Perú expresan insatisfacción con el Servicio al Estudiante (SAE)
debido a la falta de respuesta o demora en responder a sus mensajes,
llamadas y correos. Esto ha llevado a situaciones en las que los
alumnos no logran aprobar un curso o resolver sus dudas. Sin embargo,
se ha identificado que parte de este problema se debe a la saturación de
mensajes innecesarios por parte de algunos estudiantes que no tienen
problemas reales.
 Identificación del Problema

Para la identificación del problema central se realizarán las siguientes

preguntas que determinarán los aspectos que se analizarán y
considerarán para el planteamiento de la problemática:
Objetivo General:

Determinar si los alumnos de la Universidad Tecnológica del Perú –

Sede Ica están conforme con la atención brindada del Servicio de
Atención al Estudiante (SAE).
 Objetivos Específicos:
• Identificar si los estudiantes de la UTP – Sede Ica logran tener un servicio
de calidad por parte del SAE.
• Determinar el promedio de estudiantes que tuvieron algunos
inconvenientes con el SAE.
• Determinar cuántos estudiantes lograron no tener la satisfacción deseada
con el SAE.
• Identificar el tiempo que tomo el SAE en ayudar a los estudiantes de la
UTP – Sede Ica.
• Identificar el promedio de edad de los estudiantes que mayormente han
hecho uso del SAE.

• Determinar si el SAE brindan las soluciones deseadas.

Objetivo General:

Determinar si los alumnos de la Universidad Tecnológica del Perú –

Sede Ica están conforme con la atención brindada del Servicio de
Atención al Estudiante (SAE).
Determinación de Términos Estadísticos

• POBLACION:
Los estudiantes de la Universidad Tecnológica del Perú – Sede Ica.

• MUESTRA:
100 estudiantes de la Universidad Tecnológica del Perú – Sede Ica.

• UNIDAD DE ANALISIS:
Un estudiante de la Universidad Tecnológica del Perú – Sede Ica.
• Variables y Tipos:

VARIABLE TIPO DE VARIABLE

Edad Variable Cuantitativa Discreta

Carrera Variable Cualitativa Nominal
Nivel de Satisfacción Variable Cualitativa Ordinal
Tiempo de Demora Vía WhatsApp Variable Cuantitativa Continua
Tiempo de Demora Vía Llamada Variable Cuantitativa Continua
Sirvió la Ayuda del SAE Variable Cualitativa Nominal
 Recolección de Información
En la actual investigación, se efectuó la recolección de datos a través del uso de una encuesta a
nivel de todos los estudiantes de diversas facultades en la Universidad Tecnológica del Perú - Sede
Ica, encuestando presencialmente mediante un código qr que se encuentra dirigido a los
estudiantes, teniendo en cuenta como muestra 100 estudiantes para realizar cálculos e
interpretaciones.
 Procesamiento de la Información

• Edad de los Encuestados:

- Tabla 1:

EDAD xi fi hi hi% xi . fi

[16-19] AÑOS 17.5 42 0.42 42% 735

[19-22] AÑOS 20.5 43 0.43 43% 881.5

[22-25] AÑOS 23.5 15 0.15 15% 352.5

100 1 100% 1969

 • Grafica 1:

EDADES DE LOS ENCUESTADOS

42 43
45
40
35
30 Series1
25
15
20
15
10
5
0
[16-19] AÑOS [19-22] AÑOS [22-25] AÑOS

Fuente: Elaboración
Propia.
• Carreras de los Alumnos Encuestados:

- Tabla 2:

CARRERA fi hi hi%

INGENIERIA 46 0.46 46%

CONTABILIDAD 16 0.16 16%

PSICOLOGIA 14 0.14 14%

ADMINISTRACION 5 0.05 5%

DERECHO 11 0.11 11%

ARQUITECTURA 8 0.08 8%

100 1 100%
 • Grafica 2:

CARRERA DE ESTUDIANTES

11% 8%
INGENIERIA
5% CONTABILIDAD
46% PSICOLOGIA
ADMINISTRACION
DERECHO
ARQUITECTURA
14%

16%

Fuente: Elaboración
Propia.
• Nivel de Satisfacción ante la Atención del SAE:

- Tabla 3:

NIVEL DE SATISFACCION fi hi hi%

28
MUY MALA 0.28 28%
28
MALA 0.28 28%
27
REGULAR 0.27 27%
9
BUENA 0.09 9%
8
EXCELENTE 0.08 8%
100
1 100%
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 TABLE OF CONTENTS

SOCIOLOGY PROBABILITY STATISTICS

Describe the topic of the Describe the topic of the Describe the topic of the
section here section here section here
“This is a quote, words full of wisdom that
someone important said and can make the
reader get inspired.”

—SOMEONE FAMOUS
SOCIOLOGY AND MATHS
Here you can give a brief description of the topic you want to
talk about. For example, if you want to talk about Mercury,
you can say that it’s the smallest planet in the entire Solar
System
HOW TO USE MATHS IN SOCIOLOGY

MERCURY VENUS
It is the closest planet to the Venus has a beautiful name
Sun and the smallest one in and is the second planet from
the Solar System the Sun
PROBABILITY
You can enter a subtitle here if you need it
 BASICS OF PROBABILITY

Do you know what helps you make your point clear?

Lists like this one:

● They’re simple
● You can organize your ideas clearly
● You’ll never forget to buy milk!

And the most important thing: the audience won’t miss the
point of your presentation
 APPLICATIONS OF PROBABILITY

VENUS
Venus has a beautiful name and
MERCURY is the second planet from the MARS
Sun
It’s the closest planet to the Despite being red, Mars is
Sun and the smallest in the actually a cold place. It’s full
Solar System of iron oxide dust
 A PICTURE
ALWAYS
REINFORCES
THE CONCEPT

Images reveal large amounts of data, so

remember: use an image instead of a
long text. Your audience will appreciate
it
CONDITIONAL PROBABILITY

P(A ｜ B) = P(A∩B) ⁄ P(B)

SATURN PLUTO
Saturn is a gas giant and has Pluto is now considered a
several rings dwarf planet

NEPTUNE EARTH
Neptune is the farthest Earth is the third planet
planet from the Sun from the Sun
AWESOME
 PROBABILITY
FACE A First Move 50%

Mars is a cold place. It's

full of iron oxide dust, Second Move 25%
which gives the planet its
reddish cast

FACE B Third Move 23%

Venus has a nice name and

is the second planet from Fourth Move 50%
the Sun. It’s terribly hot
Big numbers catch your audience’s attention
Mars is actually a cold place

Neptune is the farthest planet

 EXERCISE 1
Answer the following questions

A bag contains 4 red rings, 8 green rings and 11 white rings. If a ring is drawn from the
bag at random, what is the probability that this ring is white?

What is the probability of throwing two dice and getting the sum of the fallen numbers
greater than 3?

A die is rolled and a coin is tossed, find the probability that the die shows an odd number
and the coin shows a head

Someone at the post office placed three letters randomly into three envelopes. What is the
probability that at least one of the recipients gets his letter?
 STATISTICS
You can enter a subtitle here if you need it
 STATISTICS

VENUS MERCURY
Venus has a beautiful Mercury is the closest
name and is the second planet to the Sun and the
planet from the Sun 33% 38% smallest one

MARS
Despite being red, Mars is 29%
a cold place. It's full of It’s the farthest planet from
iron oxide dust the Sun

Follow the link in the graph to modify its data and then paste the new one here. For more info, click here
 MAKING TWO WAY TABLES
Venus has a beautiful name and is the second planet from the Sun

VENUS SATURN TOTAL

MERCURY 21 39 60

Row totals
MARS 135 45 180

TOTAL 156 84 240

Column totals
 SCATTER PLOTS
VENUS
Venus has a beautiful
name and is the second
planet from the Sun

MARS
Despite being red, Mars is
a cold place. It's full of
iron oxide dust

Follow the link in the graph to modify its data and then paste the new one here. For more info, click here
 DESCRIBING DATA

VARIABLE

Numeric Categorical

Continuous Discrete Original Nominal

 HOW TO TESTING AN HYPOTHESIS

VENUS SATURN MERCURY MARS

Mercury is the Despite being red,
Venus is the second Saturn is a gas giant
closest planet to the Mars is actually a
planet from the Sun and has several rings
Sun cold place
 CHECKLIST
MARS VENUS
Mars is a cold place Venus has a beautiful name

It’s the fourth planet It’s the second planet

It has a thin atmosphere Venus is a terrestrial planet

It’s a red planet Its atmosphere is poisonous

It's full of iron oxide dust It's full of iron oxide dust
 HYPOTHESIS TESTING

REJECTION ACCEPT REJECTION

REJECTION ACCEPT
Jupiter is the biggest Venus is the second planet
planet of them all from the Sun
 EXERCISE 2
The twins John and Jenna have created a table of their school grades, which they got
throughout the whole semester in certain subjects

BIOLOG
MUSIC SPANISH PHYSICS
Y

JOHN 1,2,3,5,5,2 3,3,3,1,1,2 1,1,1,3,4,1 2,2,3,1,5,4

JENNA 4,4,1,2,2 2,2,2,2 5,5,4,4,3,4,3,3 1,1,2,1,2,2,2

Calculate the final grade of the twins in all subjects, if the range of the school grades is from
1 to 5
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