<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2215-2644</journal-id>
<journal-title><![CDATA[Revista Educación]]></journal-title>
<abbrev-journal-title><![CDATA[Educación]]></abbrev-journal-title>
<issn>2215-2644</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Costa Rica]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2215-26442023000100296</article-id>
<article-id pub-id-type="doi">10.15517/revedu.v47i1.51806</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Importancia de la calidad de los servicios universitarios: el caso de la Universidad Sämann de Jalisco, Campus Tijuana]]></article-title>
<article-title xml:lang="en"><![CDATA[Importance of the quality of university services: The case of sämann university of Jalisco, Campus Tijuana]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Piñera Ramírez]]></surname>
<given-names><![CDATA[David]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cruz Estrada]]></surname>
<given-names><![CDATA[Isaac]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Baja California  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>México</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma de Baja California  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>México</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2023</year>
</pub-date>
<volume>47</volume>
<numero>1</numero>
<fpage>296</fpage>
<lpage>317</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.sa.cr/scielo.php?script=sci_arttext&amp;pid=S2215-26442023000100296&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.sa.cr/scielo.php?script=sci_abstract&amp;pid=S2215-26442023000100296&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.sa.cr/scielo.php?script=sci_pdf&amp;pid=S2215-26442023000100296&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen La investigación analiza la calidad en los servicios universitarios de la Universidad Sämann de Jalisco, Campus Tijuana percibida por el estudiantado y su relación con la percepción del cumplimiento de sus expectativas durante su formación académica. La metodología empleada es cuantitativa, se adaptó el cuestionario SERVQUAL para medir el nivel de calidad percibido por 73 personas estudiantes de la institución educativa, así como la relación de las dimensiones: elementos tangibles, empatía, confiabilidad, seguridad y sensibilidad con la percepción del estudiantado con el cumplimiento de las expectativas en la universidad. Los resultados presentan una buena evaluación en las dimensiones analizadas, que se refieren a los elementos tangibles, confiabilidad, sensibilidad, seguridad, empatía y el cumplimiento de expectativas. Asimismo, mediante un análisis de regresión múltiple, se detecta la importancia de realizar acciones oportunas en cada dimensión, para incrementar los efectos de la percepción en las expectativas cumplidas durante la formación académica de la población universitaria. Esto incrementará la seguridad de las personas egresadas de los estudios recibidos y su recomendación hacia la institución educativa.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract 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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Enseñanza superior]]></kwd>
<kwd lng="es"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="es"><![CDATA[Calidad de los servicios universitarios]]></kwd>
<kwd lng="es"><![CDATA[Expectativas]]></kwd>
<kwd lng="es"><![CDATA[Confianza en la universidad]]></kwd>
<kwd lng="en"><![CDATA[Higher Education]]></kwd>
<kwd lng="en"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="en"><![CDATA[Quality of University Services]]></kwd>
<kwd lng="en"><![CDATA[Expectations]]></kwd>
<kwd lng="en"><![CDATA[Confidence in the University]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Alvarado]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Morales]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Aguayo]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Percepción de la calidad educativa: caso aplicado a estudiantes de la Universidad Autónoma de Nuevo León y del Instituto Tecnológico de Estudios Superiores de Monterrey]]></article-title>
<source><![CDATA[Revista de la Educación Superior]]></source>
<year>2016</year>
<volume>45</volume>
<numero>180</numero>
<issue>180</issue>
<page-range>55-74</page-range></nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Araya]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Escobar]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Bertoló]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Barrientos]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Propuesta de modelo para calidad de servicio en escuelas de negocios en Chile.]]></article-title>
<source><![CDATA[Revista científica Pensamiento y Gestión]]></source>
<year>2016</year>
<numero>41</numero>
<issue>41</issue>
<page-range>91-115</page-range></nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Arciniegas]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Mejías]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Percepción de la calidad de los servicios prestados por la Universidad Militar Nueva Granada con base en la escala Servqualing, con análisis factorial y análisis de regresión múltiple]]></article-title>
<source><![CDATA[Comuni@cción]]></source>
<year>2017</year>
<volume>8</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>26-36</page-range></nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Barrett]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Chawla]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Lowe]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Nikel]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Ukpo]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<source><![CDATA[The concept of quality in education: a review of the &#8216;international&#8217; literature on the concept of quality in education (Concepto de calidad en la educación: una revisión de la literatura internacional sobre el concepto de calidad en la educación)]]></source>
<year>2006</year>
</nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cárdenas-Pérez]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad en la gestión universitaria ecuatoriana: Una búsqueda latente de eficiencia educativa.]]></article-title>
<source><![CDATA[Multiciencias]]></source>
<year>2016</year>
<volume>16</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>194-201</page-range></nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Carrera-Fernández]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad del servicio de las residencias universitarias y la satisfacción de los estudiantes internos de la Universidad Peruana Unión sede Lima, 2017.]]></article-title>
<source><![CDATA[Revista de Investigación Valor Agregado]]></source>
<year>2019</year>
<volume>6</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>92-101</page-range></nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Celina]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Campo]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Aproximación al uso del coeficiente alfa de Cronbach.]]></article-title>
<source><![CDATA[Revista Colombiana de Psiquiatría]]></source>
<year>2005</year>
<volume>34</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>572-80</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Correia]]></surname>
<given-names><![CDATA[S. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Miranda]]></surname>
<given-names><![CDATA[F. J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[DUAQUAL: calidad percibida por docentes y alumnos en la gestión universitaria.]]></article-title>
<source><![CDATA[Cuadernos de Gestión]]></source>
<year>2012</year>
<volume>12</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>107-22</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Datta]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Vardhan]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE: A Management Students Perspective]]></article-title>
<source><![CDATA[SAGE Open]]></source>
<year>2017</year>
<volume>7</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1-9</page-range></nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Díaz]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Factores condicionantes de la calidad en la Educación Universitaria Peruana]]></article-title>
<source><![CDATA[Ciencia y Desarrollo]]></source>
<year>2016</year>
<volume>19</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>47-66</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[González]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Zurita]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Zurita]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[El modelo servqual y su incidencia en el nivel de satisfacción de la carrera de economía de la Universidad Nacional de Chimborazo.]]></article-title>
<source><![CDATA[European Scientific Journal]]></source>
<year>2017</year>
<volume>13</volume>
<numero>25</numero>
<issue>25</issue>
<page-range>339-52</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hallo]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Fajardo]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad del servicio. Estudio descriptivo de los servicios administrativos de una universidad ecuatoriana.]]></article-title>
<source><![CDATA[Revista mktDescubre]]></source>
<year>2019</year>
<page-range>140-51</page-range></nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hernández]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Baptista]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<source><![CDATA[Metodología de la Investigación]]></source>
<year>2014</year>
<publisher-name><![CDATA[McGraw Hill]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hinton]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[McMuray]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Browlow]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<source><![CDATA[SPSS Explained (SPSS explicado)]]></source>
<year>2014</year>
<publisher-name><![CDATA[Routledge]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Inquilla]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Calsina]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
<name>
<surname><![CDATA[Velazco]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La calidad educativa y administrativa vista desde dentro: caso Universidad Nacional del Altiplano &#8211; Puno &#8211;Peró 2017]]></article-title>
<source><![CDATA[COMUNI@CCION: Revista de Investigación en Comunicación y Desarrollo]]></source>
<year>2017</year>
<volume>8</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>5-15</page-range></nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kinker]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Swarnakar]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Jain]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Singh]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A QFD-TISM approach for service quality improvement in polytechnic education institutes: a case study]]></article-title>
<source><![CDATA[International Journal of Applied Systemic Studies]]></source>
<year>2020</year>
<volume>9</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>85-113</page-range></nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Martínez-Chairez]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
<name>
<surname><![CDATA[Guevara-Araiza]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Valles-Ornelas]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[El desempeño docente y la calidad educativa]]></article-title>
<source><![CDATA[Ra Ximhai]]></source>
<year>2016</year>
<volume>12</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>123-34</page-range></nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Matsumoto]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Desarrollo del Modelo Servqual para la medición de la calidad del servicio en la empresa de publicidad Ayuda Experto]]></article-title>
<source><![CDATA[Perspectivas]]></source>
<year>2014</year>
<numero>34</numero>
<issue>34</issue>
<page-range>181-209</page-range></nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Muñoz-Machado]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<source><![CDATA[La gestión de calidad total en la administración pública]]></source>
<year>1999</year>
<publisher-name><![CDATA[Díaz de Santos S.A]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Namakforoosh]]></surname>
<given-names><![CDATA[M. N.]]></given-names>
</name>
</person-group>
<source><![CDATA[Metodología de la investigación]]></source>
<year>2005</year>
<edition>2da</edition>
<publisher-name><![CDATA[Limusa]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Napitupulu]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Rahim]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Abdullah]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Setiawan]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Abdillah]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Ahmar]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Simarmata]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Hidayat]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Nurdiyanto y Pranolo]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Analysis of Student Satisfaction Toward Quality of Service Facility]]></article-title>
<source><![CDATA[Journal of Physics: Conference Series]]></source>
<year>2018</year>
<numero>954</numero>
<issue>954</issue>
<page-range>1-7</page-range></nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Neyra-Huamani]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Flores-Morales]]></surname>
<given-names><![CDATA[J. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Pacheco-Pomarino]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad de servicio en tiempos de Covid-19 en estudiantes universitarios]]></article-title>
<source><![CDATA[Revista Venezolana de Gerencia]]></source>
<year>2021</year>
<volume>26</volume>
<numero>Número Especial 5</numero>
<issue>Número Especial 5</issue>
<page-range>108-22</page-range></nlm-citation>
</ref>
<ref id="B23">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithalm]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality]]></article-title>
<source><![CDATA[Journal of Retailing]]></source>
<year>1988</year>
<volume>64</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>12-40</page-range></nlm-citation>
</ref>
<ref id="B24">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Peralta]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Stefanell]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Cervantes]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Salgado]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad de Servicio en una institución de educación superior en la ciudad de Barranquilla.]]></article-title>
<source><![CDATA[Ciencias Administrativas]]></source>
<year>2018</year>
<numero>11</numero>
<issue>11</issue>
<page-range>27-40</page-range></nlm-citation>
</ref>
<ref id="B25">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Plá]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad educativa y didáctica de la historia en los gobiernos neoconservadores en México 2000-2012]]></article-title>
<source><![CDATA[Revista Tempo e Argumento]]></source>
<year>2014</year>
<volume>6</volume>
<numero>11</numero>
<issue>11</issue>
<page-range>162-92</page-range></nlm-citation>
</ref>
<ref id="B26">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Suárez]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Nivel de calidad del servicio aplicando el modelo SERVQVAL en el Centro de Idiomas de la Universidad Nacional del Callao]]></article-title>
<source><![CDATA[Industrial Data]]></source>
<year>2016</year>
<volume>19</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>7-16</page-range></nlm-citation>
</ref>
<ref id="B27">
<nlm-citation citation-type="">
<collab>Universidad Säman</collab>
<source><![CDATA[Misión y oferta académica de la Universidad Sämann de Jalisco, Tijuana]]></source>
<year>2020</year>
</nlm-citation>
</ref>
<ref id="B28">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The nature and determinants of customer expectations of service]]></article-title>
<source><![CDATA[Journal of the Academy of Marketing Science]]></source>
<year>1993</year>
<volume>21</volume>
<page-range>1-12</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
