Resumo

PATRON-CORTES, Roger Manuel. Quality and satisfaction of the school services of a Mexican Higher Education Institution: the vision of the students. RIDE. Rev. Iberoam. Investig. Desarro. Educ [online]. 2021, vol.11, n.22, e029.  Epub 20-Set-2021. ISSN 2007-7467.  https://doi.org/10.23913/ride.v11i22.870.

This study was conducted in the Department of School Services (SE) of a Higher Education Institution located in the southeastern of Mexico and aimed to measure the quality of the service offered from the perception of the students. This study is exploratory and descriptive, first a quantitative measurement was then qualitative interviews were applied through the focus group technique. The results indicate that the service offered by the SE department is of adequate quality according to the perception of the students. The lowest scores are presented in the dimensions: responsiveness and empathy, since the attitude assumed by a part of the SE department staff, characterized by the lack of kindness, willingness and response time, prevails as the main drawback. Administrators are required to inspire in these employees the meaning and importance of service to students, embodied in their mission, vision and objectives. Therefore, it is proposed that the institution foster a culture of service sensitivity, supported by the theory of organizational behavior, where all workers are friendly, courteous, accessible and expert. Likewise, it is recommended to establish a constant evaluation system in the institution, to determine the levels of satisfaction for the benefit of the quality of the school services offered.

Palavras-chave : Quality of service; organizational behavior; user satisfaction.

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