Mapa de consenso del estudiante universitario como cliente interno

Translated title of the contribution: Consensus map of university students as an internal client

Letzkus Palavecino Manuel, Álvarez Maldonado David, González Martínez Luis, Araya Castillo Luis

Research output: Contribution to journalArticlepeer-review


In the field of education, with the aim of evidencing the visualization that university students have in the area of administration and economics of the teaching and learning process, as an internal client of educational organizations, the subjective characteristics of the student body are described, through techniques inspired by a non-traditional marketing methodology called ZMET, using the NVivo software for data analysis of a convenience sample of 10 informants. The result of this study materializes in a consensus map of the mental models of the students as beneficiaries of the teaching service, concluding in a circuit that relates motivation, achievements and student satisfaction.

Translated title of the contributionConsensus map of university students as an internal client
Original languageSpanish
Pages (from-to)64-78
Number of pages15
JournalRevista de Ciencias Sociales
Issue numberESPECIAL 6
Publication statusPublished - 2022
Externally publishedYes

ASJC Scopus subject areas

  • Social Sciences (miscellaneous)
  • Social Sciences(all)
  • Public Administration


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