Quality service from the student´s point of view in a higher education institution
DOI:
https://doi.org/10.29105/rcefod17.1-65Keywords:
Satisfaction, Expectations, Perception, Opportunity.Abstract
The quality of the services is measured by the satisfaction of the needs and expectations of the clients in each company. Students are the main clients within an educational institution throughout their academic training. The objective of this research was to explore the degree of quality perceived by students about the different services offered by a higher education institution in order to improve and increase their satisfaction. The Factors present in each of the services were considered in a multiple-item instrument that allows us to objectively determine their effectiveness and the degree of user satisfaction. The research method developed addresses a descriptive scope approach. In the period from March to June 2020, through the educational platform and the SurveyMonkey tool, a satisfaction survey was systematically applied to undergraduate and graduate students on intrinsic and extrinsic aspects that constitute the following services: transition to professional life, support services, school and archive department, respectful and efficient treatment in all the procedures carried out, operation of the technological platform, and language center. The results show that the majority of the students are satisfied with the quality of the services received. Conclusions: Areas of opportunity are revealed and elements of services that can be improved are identified.
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Copyright (c) 2022 Ma del Socorro Elizondo-Treviño, Alma Rosa Lydia Lozano González, Jeanette López Walle
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