La calidad del servicio en las plataformas de reuniones en línea: un estudio de caso del sector de la educación superior en la provincia de El Oro.

Abstract

Information and Communication Technologies (ICT) are transforming society towards a knowledge society, which is crucial for its universalization. In this way, the main objective of this research is: Determine the quality of service of meeting platforms through case studies to understand their impact on higher education. The methodology adopted follows a mixed research approach that seeks to verify, interpret and understand the reality studied. The study focuses on the measurement of service quality on online meeting platforms, specifically in the context of higher education. The research is classified as basic and non-experimental, since no variables are manipulated and it is carried out transversally, measuring the variables in a single instance. To obtain the sample, non-probabilistic convenience sampling is used, where participants are chosen arbitrarily according to the convenience of the researcher. The results indicate that the quality of service in online meeting platforms in higher education in El Oro is of utmost importance. The lack of adequate technological infrastructure in some environments and the shortage of quality internet connection and suitable electronic devices are significant challenges. These factors can limit student interaction and participation, as well as negatively affect their learning experience. Lack of proper collaboration tools and connection delays can also impact service quality.