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- Title
Calidad del servicio y satisfacción entre estudiantes de la Universidad de Córdoba, Colombia.
- Authors
Maza Avila, Francisco Javier; Vergara Schmalbach, Juan Carlos; Pacheco Durango, Iván Daniel; Medrano Mestra, Paola Andrea
- Abstract
The aim of this article is to assess the quality of the educational service perceived by students in undergraduate programmes at the University of Cordoba, Colombia, and its relationship with satisfaction and future intentions. For this purpose, the Partial Least Squares (PLS) technique, belonging to the set of methods of structural equation systems (SEM), was used on the data on the perception of the quality of the educational service, obtained from the application of a questionnaire, using the survey technique, to a representative sample of 481 students of undergraduate programmes at the institution. The results showed that tangible elements, responsiveness, empathy and reliability explain 65.2% of the quality perceived by students. It is noteworthy that security is not a factor explaining perceived quality. Satisfaction is explained 60.2% by quality, while future intentions are explained 33.6% by satisfaction. The model showed acceptable reliability, as Cronbach's Alpha was between 0.7254 and 0.873, indicating good internal consistency of the instrument used. In view of the above results, the implementation of improvements in these items may contribute to increasing the confidence and loyalty of their students.
- Subjects
CORDOBA (Spain); COLOMBIA; SERVICE learning; SATISFACTION; CRONBACH'S alpha; SERVICES for students; EDUCATIONAL quality; QUALITY of service; CUSTOMER satisfaction
- Publication
Saber, Ciencia y Libertas, 2022, Vol 17, Issue 2, p429
- ISSN
1794-7154
- Publication type
Article
- DOI
10.18041/2382-3240/saber.2022v17n2.9338