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

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...

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Autores principales:	Lidia Luz Cruz Neyra, Elías Saturnino Toledo Espinoza, Arturo Jaime Mendonza Ramírez
Formato:	article
Lenguaje:	PT
Publicado:	Universidade Estadual do Ceará 2021
Materias:	servqual quality of educational service gaps Education (General) L7-991 Special aspects of education LC8-6691
Acceso en línea:	https://doaj.org/article/ea824a10a9414405b255d5aa43fccbaf
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spelling	oai:doaj.org-article:ea824a10a9414405b255d5aa43fccbaf2021-12-01T13:07:46ZQuality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University2448-358310.25053/redufor.v6i3.5293https://doaj.org/article/ea824a10a9414405b255d5aa43fccbaf2021-06-01T00:00:00Zhttps://revistas.uece.br/index.php/redufor/article/view/5293https://doaj.org/toc/2448-3583The 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.Lidia Luz Cruz NeyraElías Saturnino Toledo EspinozaArturo Jaime Mendonza RamírezUniversidade Estadual do Cearáarticleservqualquality of educational servicegapsEducation (General)L7-991Special aspects of educationLC8-6691PTEducação & Formação, Vol 6, Iss 3, Pp e5293-e5293 (2021)
institution	DOAJ
collection	DOAJ
language	PT
topic	servqual quality of educational service gaps Education (General) L7-991 Special aspects of education LC8-6691
spellingShingle	servqual quality of educational service gaps Education (General) L7-991 Special aspects of education LC8-6691 Lidia Luz Cruz Neyra Elías Saturnino Toledo Espinoza Arturo Jaime Mendonza Ramírez Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
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.
format	article
author	Lidia Luz Cruz Neyra Elías Saturnino Toledo Espinoza Arturo Jaime Mendonza Ramírez
author_facet	Lidia Luz Cruz Neyra Elías Saturnino Toledo Espinoza Arturo Jaime Mendonza Ramírez
author_sort	Lidia Luz Cruz Neyra
title	Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University
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
publisher	Universidade Estadual do Ceará
publishDate	2021
url	https://doaj.org/article/ea824a10a9414405b255d5aa43fccbaf
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Quality of Educational Service at the Faculty of Social Sciences and Humanities of a Public University

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