Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University

Detalhes bibliográficos
Autor(a) principal: Cruz Neyra, Lidia Luz
Data de Publicação: 2021
Outros Autores: Toledo Espinoza, Elías Saturnino, Mendonza Ramírez, Arturo Jaime
Tipo de documento: Artigo
Idioma: eng
por
spa
Título da fonte: Educação & Formação (Fortaleza)
Texto Completo: https://revistas.uece.br/index.php/redufor/article/view/5293
Resumo: The quality of the educational service is one of the factors that is present as the objective of every university institution and, therefore, the quality of training of professionals in Peru, both in its face-to-face and remote modality. The objective of the research was to determine the association of expectation and perception of the quality of educational service provided by the National University of Education. The selected exhibition consisted of 189 students from the Faculty of Social Sciences and Humanities. They responded to the survey based on the SERVQUAL model that measures the expectation of students of a university of excellence and the perception of educational service that is offered by the institution. The association between the two variables was evaluated through Spearman's Rho correlation. The results demonstrate a weak association of student expectation and perception variables at a significance level of 0.05. Likewise, these results are extended to the security dimension, in contrast to the other dimensions such as tangibility, responsiveness, empathy and reliability. This means that the gaps (P-E) that are the differences between perception (P) and Expectations (E) suggest that improvement plans must be implemented to obtain the quality of educational service that students demand.
id UECE-1_2c41c47f478952c81d787afb8ee3f5de
oai_identifier_str oai:ojs.revistas.uece.br:article/5293
network_acronym_str UECE-1
network_name_str Educação & Formação (Fortaleza)
repository_id_str
spelling Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public UniversityCalidad del Servicio Educativo en la Facultad de Ciencias Sociales y Humanidades de una Universidad PúblicaQuality of Educational Service at the Faculty of Social Sciences and Humanities of a Public UniversityQualidade do Serviço Educativo na Faculdade de Ciências Sociais e Humanas de uma Universidade PúblicaSERVQUALQualidade do Serviço EducacionalLacunasEducaçãoSERVQUALQuality of Educational ServiceGapsEducationSERVQUALcalidad del servicio educativoBrechasEducaciónSERVQUALQuality of Educational ServiceGapsEducationThe quality of the educational service is one of the factors that is present as the objective of every university institution and, therefore, the quality of training of professionals in Peru, both in its face-to-face and remote modality. The objective of the research was to determine the association of expectation and perception of the quality of educational service provided by the National University of Education. The selected exhibition consisted of 189 students from the Faculty of Social Sciences and Humanities. They responded to the survey based on the SERVQUAL model that measures the expectation of students of a university of excellence and the perception of educational service that is offered by the institution. The association between the two variables was evaluated through Spearman's Rho correlation. The results demonstrate a weak association of student expectation and perception variables at a significance level of 0.05. Likewise, these results are extended to the security dimension, in contrast to the other dimensions such as tangibility, responsiveness, empathy and reliability. This means that the gaps (P-E) that are the differences between perception (P) and Expectations (E) suggest that improvement plans must be implemented to obtain the quality of educational service that students demand.La calidad del servicio educativo es uno de los factores que está presente como objetivo de toda institución universitaria y, por tanto, la calidad de la formación de los profesionales en el Perú, tanto en su modalidad presencial como a distancia. El objetivo de la investigación fue determinar la asociación de expectativa y percepción de la calidad del servicio educativo brindado por la Universidad Nacional de Educación. La muestra seleccionada estuvo compuesta por 189 estudiantes de la Facultad de Ciencias Sociales y Humanidades. Respondieron a la encuesta con base en el modelo SERVQUAL que mide la expectativa de los estudiantes de una universidad de excelencia y la percepción del servicio educativo que ofrece la institución. La asociación entre las dos variables se evaluó mediante la correlación Rho de Spearman. Los resultados demuestran una asociación débil de las expectativas de los estudiantes y las variables de percepción a un nivel de significancia de 0.05. Asimismo, estos resultados se extienden a la dimensión de seguridad, en contraste con las otras dimensiones como la tangibilidad, la capacidad de respuesta, la empatía y la confiabilidad. Esto significa que las brechas (P-E) que son las diferencias entre percepción (P) y Expectativas (E) sugieren que se deben implementar planes de mejora para obtener la calidad del servicio educativo que demandan los estudiantes.The quality of the educational service is one of the factors that is present as the objective of every university institution and, therefore, the quality of training of professionals in Peru, both in its face-to-face and remote modality. The objective of the research was to determine the association of expectation and perception of the quality of educational service provided by the National University of Education. The selected exhibition consisted of 189 students from the Faculty of Social Sciences and Humanities. They responded to the survey based on the SERVQUAL model that measures the expectation of students of a university of excellence and the perception of educational service that is offered by the institution. The association between the two variables was evaluated through Spearman's Rho correlation. The results demonstrate a weak association of student expectation and perception variables at a significance level of 0.05. Likewise, these results are extended to the security dimension, in contrast to the other dimensions such as tangibility, responsiveness, empathy and reliability. This means that the gaps (P-E) that are the differences between perception (P) and Expectations (E) suggest that improvement plans must be implemented to obtain the quality of educational service that students demand.A qualidade do serviço educacional é um dos fatores que está presente como objetivo de toda instituição universitária e, portanto, a qualidade da formação dos profissionais no Peru, tanto na modalidade presencial como remota. O objetivo da pesquisa foi verificar a associação entre expectativa e percepção da qualidade do serviço educacional prestado pela Universidade Nacional de Educação. A exposição selecionada foi composta por 189 alunos da Faculdade de Ciências Sociais e Humanas. Eles responderam à pesquisa com base no modelo SERVQUAL que mede a expectativa dos alunos de uma universidade de excelência e a percepção do serviço educacional que é oferecido pela instituição. A associação entre as duas variáveis ​​foi avaliada por meio da correlação Rho de Spearman. Os resultados demonstram uma fraca associação das variáveis ​​de expectativa e percepção dos alunos a um nível de significância de 0,05. Da mesma forma, esses resultados se estendem para a dimensão segurança, em contraposição às demais dimensões como tangibilidade, capacidade de resposta, empatia e confiabilidade. Isso significa que os gaps (P-E) que são as diferenças entre percepção (P) e Expectativas (E) sugerem que planos de melhoria devem ser implementados para se obter a qualidade do serviço educacional que os alunos demandam.EdUECE2021-06-28info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdftext/xmlapplication/ziphttps://revistas.uece.br/index.php/redufor/article/view/529310.25053/redufor.v6i3.5293Educ. Form.; Vol. 6 No. 3 (2021): Educação & Formação; e5293Educ. Form.; Vol. 6 Núm. 3 (2021): Educação & Formação; e5293Éducation et formation; Vol. 6 No 3 (2021): Educação & Formação; e5293Educ. Form.; v. 6 n. 3 (2021): Educação & Formação; e52932448-3583reponame:Educação & Formação (Fortaleza)instname:Universidade Estadual do Ceará (UECE)instacron:UECEengporspahttps://revistas.uece.br/index.php/redufor/article/view/5293/4583https://revistas.uece.br/index.php/redufor/article/view/5293/4584https://revistas.uece.br/index.php/redufor/article/view/5293/5616https://revistas.uece.br/index.php/redufor/article/view/5293/6170https://revistas.uece.br/index.php/redufor/article/view/5293/6171Copyright (c) 2021 Lidia Luz Cruz Neyra, Elías Saturnino Toledo Espinoza, Arturo Jaime Mendonza Ramírezhttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessCruz Neyra, Lidia LuzToledo Espinoza, Elías SaturninoMendonza Ramírez, Arturo Jaime2023-06-29T13:36:45Zoai:ojs.revistas.uece.br:article/5293Revistahttps://revistas.uece.br/index.php/reduforPUBhttps://revistas.uece.br/index.php/redufor/oairedufor@gmail.com||lia.fialho@uece.br2448-35832448-3583opendoar:2023-06-29T13:36:45Educação & Formação (Fortaleza) - Universidade Estadual do Ceará (UECE)false
dc.title.none.fl_str_mv Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
Calidad del Servicio Educativo en la Facultad de Ciencias Sociales y Humanidades de una Universidad Pública
Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
Qualidade do Serviço Educativo na Faculdade de Ciências Sociais e Humanas de uma Universidade Pública
title Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
spellingShingle Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
Cruz Neyra, Lidia Luz
SERVQUAL
Qualidade do Serviço Educacional
Lacunas
Educação
SERVQUAL
Quality of Educational Service
Gaps
Education
SERVQUAL
calidad del servicio educativo
Brechas
Educación
SERVQUAL
Quality of Educational Service
Gaps
Education
title_short Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
title_full Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
title_fullStr Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
title_full_unstemmed Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
title_sort Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
author Cruz Neyra, Lidia Luz
author_facet Cruz Neyra, Lidia Luz
Toledo Espinoza, Elías Saturnino
Mendonza Ramírez, Arturo Jaime
author_role author
author2 Toledo Espinoza, Elías Saturnino
Mendonza Ramírez, Arturo Jaime
author2_role author
author
dc.contributor.author.fl_str_mv Cruz Neyra, Lidia Luz
Toledo Espinoza, Elías Saturnino
Mendonza Ramírez, Arturo Jaime
dc.subject.por.fl_str_mv SERVQUAL
Qualidade do Serviço Educacional
Lacunas
Educação
SERVQUAL
Quality of Educational Service
Gaps
Education
SERVQUAL
calidad del servicio educativo
Brechas
Educación
SERVQUAL
Quality of Educational Service
Gaps
Education
topic SERVQUAL
Qualidade do Serviço Educacional
Lacunas
Educação
SERVQUAL
Quality of Educational Service
Gaps
Education
SERVQUAL
calidad del servicio educativo
Brechas
Educación
SERVQUAL
Quality of Educational Service
Gaps
Education
description The quality of the educational service is one of the factors that is present as the objective of every university institution and, therefore, the quality of training of professionals in Peru, both in its face-to-face and remote modality. The objective of the research was to determine the association of expectation and perception of the quality of educational service provided by the National University of Education. The selected exhibition consisted of 189 students from the Faculty of Social Sciences and Humanities. They responded to the survey based on the SERVQUAL model that measures the expectation of students of a university of excellence and the perception of educational service that is offered by the institution. The association between the two variables was evaluated through Spearman's Rho correlation. The results demonstrate a weak association of student expectation and perception variables at a significance level of 0.05. Likewise, these results are extended to the security dimension, in contrast to the other dimensions such as tangibility, responsiveness, empathy and reliability. This means that the gaps (P-E) that are the differences between perception (P) and Expectations (E) suggest that improvement plans must be implemented to obtain the quality of educational service that students demand.
publishDate 2021
dc.date.none.fl_str_mv 2021-06-28
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://revistas.uece.br/index.php/redufor/article/view/5293
10.25053/redufor.v6i3.5293
url https://revistas.uece.br/index.php/redufor/article/view/5293
identifier_str_mv 10.25053/redufor.v6i3.5293
dc.language.iso.fl_str_mv eng
por
spa
language eng
por
spa
dc.relation.none.fl_str_mv https://revistas.uece.br/index.php/redufor/article/view/5293/4583
https://revistas.uece.br/index.php/redufor/article/view/5293/4584
https://revistas.uece.br/index.php/redufor/article/view/5293/5616
https://revistas.uece.br/index.php/redufor/article/view/5293/6170
https://revistas.uece.br/index.php/redufor/article/view/5293/6171
dc.rights.driver.fl_str_mv http://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv http://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
text/xml
application/zip
dc.publisher.none.fl_str_mv EdUECE
publisher.none.fl_str_mv EdUECE
dc.source.none.fl_str_mv Educ. Form.; Vol. 6 No. 3 (2021): Educação & Formação; e5293
Educ. Form.; Vol. 6 Núm. 3 (2021): Educação & Formação; e5293
Éducation et formation; Vol. 6 No 3 (2021): Educação & Formação; e5293
Educ. Form.; v. 6 n. 3 (2021): Educação & Formação; e5293
2448-3583
reponame:Educação & Formação (Fortaleza)
instname:Universidade Estadual do Ceará (UECE)
instacron:UECE
instname_str Universidade Estadual do Ceará (UECE)
instacron_str UECE
institution UECE
reponame_str Educação & Formação (Fortaleza)
collection Educação & Formação (Fortaleza)
repository.name.fl_str_mv Educação & Formação (Fortaleza) - Universidade Estadual do Ceará (UECE)
repository.mail.fl_str_mv redufor@gmail.com||lia.fialho@uece.br
_version_ 1798329444401676288

Registros relacionados