Satisfacción estudiantil y calidad en el servicio en una universidad mexicana

Satisfacción estudiantil y calidad en el servicio en una universidad mexicana

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Aurora Irma Maynez Guaderrama
Juan Francisco Hernández Paz
Erwin Adán Martínez Gómez

Resumo

En las instituciones de educación superior, la satisfacción de los alumnos y la calidad percibida del servicio son aspectos estratégicos. En el contexto universitario de una institución pública mexicana, este estudio evaluó el efecto de cinco dimensiones de la calidad percibida en la satisfacción de los estudiantes y también analizó su importancia y rendimiento. Se usó un diseño de investigación transversal, en una muestra no probabilística de 866 alumnos. Las técnicas de análisis fueron un modelo de ecuaciones estructurales PLS y un mapa de importancia-desempeño. Los resultados confirman el efecto positivo de la calidad percibida del servicio sobre la satisfacción estudiantil. Además, se identificó la importancia de contar con profesores competentes, con conocimientos y experiencia, dispuestos a ayudar, y con conductas justas y éticas.

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