Perception of internal customers of a service company, case study: Human resources department

Juan Manuel García González; Mario Héctor Silva Martínez; Carlos Alberto Martínez Vela; Braulio Rene García Guerrero; Brenda López Martínez

doi:10.61273/neyart.v4i1.181

Authors

Juan Manuel García González National Technological Institute of Mexico
Mario Héctor Silva Martínez National Technological Institute of Mexico
Carlos Alberto Martínez Vela National Technological Institute of Mexico
Braulio Rene García Guerrero National Technological Institute of Mexico
Brenda López Martínez National Technological Institute of Mexico

DOI:

https://doi.org/10.61273/neyart.v4i1.181

Keywords:

Education, Students, Artificial intelligence, Perception, Technology

Abstract

This study explores how first-semester Business Management Engineering students in Mexico perceive and use artificial intelligence in their daily academic lives. Researchers surveyed 31 students between August and December 2025 to understand what they really think about tools such as ChatGPT and similar programs.

The results are quite revealing: students are extremely enthusiastic about the potential of AI to improve their learning and even their quality of life. However, not everything is rosy. Although they feel comfortable using these tools, they recognize that they are not as easy to use as they seem. Most interestingly, they show surprising maturity in identifying the risks: they know that they can become dependent on them, that they could affect their critical thinking, and that they facilitate plagiarism.

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Author Biographies

Juan Manuel García González , National Technological Institute of Mexico

Juan Manuel García González holds a Master’s degree in Finance and is a tax specialist with over 15 years of experience in the academic and administrative sectors. He currently serves as Deputy Director at IT Chihuahua II, where he is recognized for his leadership in managing institutional services and processes. His technical expertise spans both the public and private sectors in the areas of auditing, financial accountability, and comprehensive tax consulting.

Mario Héctor Silva Martínez , National Technological Institute of Mexico

Mario Héctor Silva Martínez holds a degree in Electronic Engineering with a specialization in Mechatronics and a Master’s degree in Business Administration. He currently serves as Head of the Department of Basic Sciences at the Chihuahua II Institute of Technology, where he also teaches courses in science and engineering. His career combines experience in metrology, automation, solar energy, and technological development, as well as active participation in institutional projects, academic processes, and student training. His work is distinguished by the integration of advanced professional practices with innovative pedagogical approaches and a constant commitment to academic advancement.

Carlos Alberto Martínez Vela , National Technological Institute of Mexico

He holds a Bachelor’s degree from the School of Law and a Master’s degree in Communication from the School of Political Science at the Autonomous University of Chihuahua. He has extensive judicial experience as a member of the Chihuahua State Judiciary and currently serves as a university professor, teaching undergraduate students in the field of business administration and management. He currently works at the *Chihuahua II Institute of Technology*, where since 1994 he has taught courses such as Ethics, Leadership, Fundamentals of Research, Research Workshops I and II, Strategic Management of Labor Relations, Fundamentals of Marketing, and Marketing Information Systems.

Braulio Rene García Guerrero , National Technological Institute of Mexico

Dr. Braulio René García Guerrero is a distinguished academic and researcher specializing in
business administration and economics. With a Ph.D. in Business Administration and a Master’s degree in Business Economics from the Autonomous University of Chihuahua, his research has focused on the impact of public policies and social spending on human development, particularly in the state of Chihuahua. He has extensive teaching experience at institutions such as the School of Accounting and Administration, the Chihuahua Institute of Technology II, and the School of International Economics, where he has taught courses in macroeconomics, microeconomics, economic development, and human capital management. His work, which includes indexed publications and participation in projects such as the Labor Indicators System for COPARMEX Chihuahua, reflects a commitment to economic analysis applied to the improvement of social conditions and organizational management.

Brenda López Martínez , National Technological Institute of Mexico

Brenda López Martínez is a professional with a background in pedagogy, education, and executive management, and is set to graduate with a degree in computer systems engineering. Her career combines teaching at technical institutions with the development of innovation projects, including educational applications with intellectual property rights and technology consulting. She also stands out in the publishing field as the founder of academic journals and the author of publications on virtual reality and inclusive pedagogical strategies. Her approach integrates technology with social impact, seeking to generate a positive impact through research and continuous innovation in educational settings.

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