Resumo

PINERA RAMIREZ, David  e  CRUZ ESTRADA, Isaac. Importance of the quality of university services: The case of sämann university of Jalisco, Campus Tijuana. Educación [online]. 2023, vol.47, n.1, pp.296-317. ISSN 2215-2644.  http://dx.doi.org/10.15517/revedu.v47i1.51806.

The research analyzes the quality of university services at the Sämann University of Jalisco, Tijuana Campus perceived by student body and its relationship with the perception of the fulfillment of their expectations during their academic formation. The authors used a quantitative methodology, the SERVQUAL questionnaire was adapted to measure the level of quality perceived by 73 people students of the educational institution, as well as the relationship of dimensions: tangible elements, empathy, reliability, safety, and sensitivity to student body perception with expectations at the university. The results present a good evaluation in the analyzed dimensions, which refer to the tangible elements, reliability, sensitivity, security, empathy and the fulfillment of expectations. In addition, by means of a multiple regression analysis, the importance of carrying out timely actions in each dimension is detected, in order to increase the effects of perception on the expectations met during the academic formation of university population. This will increase the security of the graduates of the received studies and their recommendation to the educational institution.

Palavras-chave : Higher Education; SERVQUAL; Quality of University Services; Expectations; Confidence in the University.

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