Satisfaction and service quality in a public Mexican university

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Published: Jan 3, 2025
DOI: https://doi.org/10.32457/ejpad.v12i1.2802
Keywords:
satisfacción estudiantil, calidad de los servicios, modelación estructural, mapa de importancia-desempeño, México student satisfaction, service quality, structural modeling, importance performance map, México

Article Details

How to Cite
Maynez Guaderrama, A. I., Hernández Paz, J. F., & Martínez Gómez, E. A. (2025). Satisfaction and service quality in a public Mexican university. European Journal of Child Development, Education and Psychopathology, 12(1), 1–20. https://doi.org/10.32457/ejpad.v12i1.2802
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Vol. 12 No. 1 (2024): EJPAD 2024
Section
Artículos
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

The publication are distributed under the Creative Commons Attribution-NonCommercial-Non Derivatives 4.0 International license (CC BY-NC-ND 4.0). The rights of the works published in this journal are the property of the author and they are free to distribute and disseminate them, as long as the source is correctly cited, no derivative works are generated and these acts do not have commercial purposes.

Author Biographies

Aurora Irma Maynez Guaderrama, Universidad Autónoma de Ciudad Juárez, México

Doctora en Planeación Estratégica y Dirección de Tecnología. Profesora-Investigadora (Industrial y Manufactura) en el Instituto de Ingeniería y Tecnología de la Universidad Autónoma de Ciudad Juárez

Juan Francisco Hernández Paz, Universidad Autónoma de Ciudad Juárez, México

Doctor en Ingeniería de Minas y Materiales por McGill University: Montreal, QC, CA. Profesor e investigador en el Instituto de Ingeniería y Tecnología de la Universidad Autónoma de Ciudad Juárez, México

Erwin Adán Martínez Gómez, Universidad Autónoma de Ciudad Juárez, México

Doctor en Planeación Estratégica y Dirección de Tecnología. Profesor e Investigador en el Instituto de Ingeniería y Tecnología de la Universidad Autónoma de Ciudad Juárez.
Satisfaction and service quality in a public Mexican university

Main Article Content

Aurora Irma Maynez Guaderrama
Universidad Autónoma de Ciudad Juárez, México
https://orcid.org/0000-0001-8174-3807
Juan Francisco Hernández Paz
Universidad Autónoma de Ciudad Juárez, México
https://orcid.org/0000-0002-1621-835X
Erwin Adán Martínez Gómez
Universidad Autónoma de Ciudad Juárez, México
https://orcid.org/0000-0002-7753-2545

Abstract

Student satisfaction and perceived quality of service are strategic dimensions in higher education institutions. In the university context of a Mexican public institution, this study assessed the effect of five dimensions of perceived quality on student satisfaction and also analyzed their importance and performance. A cross-sectional research design was used in a non-probabilistic sample of 866 students. The analysis techniques were a PLS structural equation model and an importance-performance map. The results confirm the positive effect of perceived service quality on student satisfaction. Furthermore, it was identified the importance of having competent, knowledgeable and experienced teachers, willing to help, and with fair and ethical behaviors.

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