Evaluación de la satisfacción estudiantil con la plataforma electrónica de DTEF para solicitudes de financiación en Botswana mediante el modelo RATER
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El Departamento de Financiamiento de la Educación Terciaria (DTEF), una entidad paraestatal parcialmente estatal de Botsuana, financia la educación superior a través de su plataforma de servicios electrónicos, la cual facilita la interacción directa entre solicitantes y estudiantes. Lanzada como parte de la visión gubernamental de establecer una economía basada en el conocimiento para 2036, la implementación de la plataforma se aceleró debido al impulso que la pandemia de COVID-19 dio a la transformación digital de los servicios públicos. Este estudio tuvo como objetivo evaluar la efectividad de la plataforma de servicios electrónicos del DTEF para mejorar la satisfacción estudiantil. Empleando una filosofía positivista y un diseño de investigación cuantitativa, se recopilaron datos mediante cuestionarios estructurados aplicados a 225 estudiantes de primer año de la Universidad BA ISAGO, Campus Gaborone. Se realizaron análisis estadísticos, incluyendo medidas de tendencia central, regresión y correlación, utilizando SPSS versión 21. Los resultados indicaron una correlación positiva débil entre la seguridad, la confiabilidad y los elementos tangibles y la satisfacción estudiantil, mientras que la capacidad de respuesta y la empatía demostraron un impacto positivo más fuerte. El estudio recomienda que DTEF priorice mejoras en la garantía, la fiabilidad y los elementos tangibles para elevar la satisfacción general. Concluye que la mejora continua en todas las dimensiones de la calidad del servicio es esencial y anima a realizar más investigaciones para identificar áreas específicas para el desarrollo de la plataforma.
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