Calidad en servicios educativos mediante aplicación de Servqual, caso Universidad Técnica de Machala.

Abstract

In the present work the SERVQUAL instrument was used to perform an analysis of the quality of service in a higher education institution, using descriptive statistics to analyze the dimensions that intervene in the expectations and perspectives of the students of administrative careers of the Technical University de Machala, which was considered as a case study. The objective was to evaluate the quality of service provided by a higher education institution. The methodology was of quantitative type, through a questionnaire, the same one that used the SERVQUAL model, applying a Likert scale of 5 points, 22 questions to know the expectations of the service and in the same way to know the perception of the service of the institution. The analysis carried out in the research consisted of descriptive analysis of the five dimensions (reliability, response capacity, safety, knowledge and attention, empathy, and tangible aspects), reliability analysis of the instrument using the cronbach alpha, and gap analysis. existing between the expectation of service versus the service received. The results were relevant, from the values obtained in the dimensions analyzed, we could find that reliability; security, knowledge and attention; empathy; and tangible aspects have a good consistency, that is, there is a high internal correlation between their items, both for the expectations and perspectives of the service. But the response capacity dimension, for expectations and perspectives is between 0.5 and 0.7, is considered a low reliability, this could be understood because these items seek to know what is the response capacity that the organization has at the moment of Provide a service. Regarding the gaps, negative values were obtained in all dimensions, this is because the expectations that students have in Higher Education institutions are very high, taking into account the changes and advances that are taking place at the level country, and the advances to which the institution is heading are always being projected.From the results obtained, it can be evidenced that there is a good perception on the part of the students about the institution, this was demonstrated taking into account that three of the five dimensions were with means superior to three, which shows a good quality in the service. Regarding expectations, they are very high, due to the changes that are taking place in the institution and in the rest of Ecuador's higher education institutions. As a priority aspect is visualized in the results that the aesthetics of the facilities is one of the points that give higher value to students in regard to quality of service. And it goes hand in hand with the dimensions because the tangible aspects are the ones that have the highest value in expectations, and in perception the dimension that has the greatest value on the part of the students is that of Security, knowledge and attention provided by the institution. Of the results obtained when applying the SERVQUAL in the institution of Higher Education, it expresses an average of the dimensions of 3.11 which indicates that the service is considered acceptable, but improvements can occur, especially in the dimensions of Reliability and Capacity of answer.