Teresa de Jesús Molina Gutiérrez, Belkis Molina de Sánchez, Luis Enrique González Zuñiga. Expectativas y Percepciones del Servicio
Educativo en la Universidad Nacional Abierta (Centro Local Mérida, Venezuela).
Revista Scientific - Artículo Arbitrado - Registro nº: 295-14548 - pp. BA2016000002 - Vol. 2, Nº 5 - Agosto-Octubre 2017 - pág. 262/282
ISSN: 2542-2987 - ISNI: 0000 0004 6045 0361
Expectations and Perceptions of the Educational Service at the
Universidad Nacional Abierta (Local Center Merida, Venezuela)
Abstract
The objective of this study was to interpret the relationship between the
expectations and the perceptions that the staff has about the quality of the
educational service offered at the Mérida Local Center (Universidad Nacional
Abierta), then the conceptual model of quality of service SERVQUAL,
complemented with the qualitative approach. The informants were 15 advisors,
20 students and 5 administrative staff, the data were collected through the
semi-structured interview and interpreted with the content analysis. The results
indicate that there is no satisfaction with the educational service or that
satisfaction is very low, because the expectations that are generated before
receiving it are not surpassed by the perceived value, which is an indicator of
the absence of quality of service. On the other hand, achieving quality in the
service provided is the responsibility of all involved since the complexity of the
roles fulfilled in the educational dialectic means that the staff act simultaneously
as clients and as service providers.
Keywords: educational service; SERQUAL model; distance education.
Date Received: 06-03-2017 Date Acceptance: 12-04-2017
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