<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2007-7467</journal-id>
<journal-title><![CDATA[RIDE. Revista Iberoamericana para la Investigación y el Desarrollo Educativo]]></journal-title>
<abbrev-journal-title><![CDATA[RIDE. Rev. Iberoam. Investig. Desarro. Educ]]></abbrev-journal-title>
<issn>2007-7467</issn>
<publisher>
<publisher-name><![CDATA[Centro de Estudios e Investigaciones para el Desarrollo Docente A.C.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-74672021000100129</article-id>
<article-id pub-id-type="doi">10.23913/ride.v11i22.870</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad y satisfacción de los servicios escolares de una institución de educación superior mexicana: la visión de los estudiantes]]></article-title>
<article-title xml:lang="en"><![CDATA[Quality and satisfaction of the school services of a Mexican Higher Education Institution: the vision of the students]]></article-title>
<article-title xml:lang="pt"><![CDATA[Qualidade e satisfação dos serviços escolares de uma instituição mexicana de ensino superior: a visão dos alunos]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Patrón-Cortés]]></surname>
<given-names><![CDATA[Roger Manuel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Campeche  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2021</year>
</pub-date>
<volume>11</volume>
<numero>22</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-74672021000100129&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-74672021000100129&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-74672021000100129&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen La presente investigación se realizó en el departamento de Servicios Escolares (SE) de una institución de educación superior ubicada en México y tuvo como objetivo medir la calidad del servicio ofrecido desde la percepción de los estudiantes. Este estudio, por tanto, fue exploratorio y descriptivo; primero se realizó una medición cuantitativa y posteriormente se aplicaron entrevistas cualitativas mediante la técnica de grupos focales. Los resultados indican que el servicio que ofrece el departamento de SE es de adecuada calidad, de acuerdo con la percepción de los estudiantes. Las calificaciones más bajas se presentan en las dimensiones capacidad de respuesta y empatía, ya que prevalece como principal inconveniente la actitud que asume una parte del personal del departamento de SE, caracterizada en ocasiones por la falta de amabilidad, disposición y tiempo de respuesta. Se requiere, por tanto, que los administradores inspiren en estos empleados el significado y la importancia que tiene el servicio a los estudiantes, plasmados en su misión, visión y objetivos. Por eso, se propone que la institución fomente una cultura de sensibilidad del servicio, apoyada en la teoría del comportamiento organizacional, en donde todos los trabajadores sean amigables, corteses, accesibles y expertos. Asimismo, se recomienda establecer un sistema de evaluación constante en la institución para determinar los niveles de satisfacción en beneficio de la calidad de los servicios escolares ofrecidos.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract 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.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Esta pesquisa foi realizada no Departamento de Serviços Escolares (SE) de uma instituição de ensino superior localizada no México e teve como objetivo medir a qualidade do serviço oferecido a partir da percepção dos alunos. Este estudo, portanto, foi exploratório e descritivo; primeiramente, foi realizada uma mensuração quantitativa e, posteriormente, foram aplicadas entrevistas qualitativas por meio da técnica de grupo focal. Os resultados indicam que o serviço oferecido pela secretaria de SE é de qualidade adequada, na percepção dos alunos. As pontuações mais baixas são apresentadas nas dimensões de responsividade e empatia, visto que a principal desvantagem é a atitude assumida por parte do pessoal da área de SE, por vezes caracterizada por falta de gentileza, disposição e tempo de resposta. Os administradores devem, portanto, inspirar nesses funcionários o significado e a importância do serviço aos alunos, incorporado em sua missão, visão e objetivos. Portanto, propõe-se que a instituição promova uma cultura de sensibilidade ao serviço, apoiada na teoria do comportamento organizacional, onde todos os trabalhadores sejam amigáveis, corteses, acessíveis e experientes. Da mesma forma, recomenda-se estabelecer um sistema de avaliação constante na instituição para determinar os níveis de satisfação em benefício da qualidade dos serviços escolares oferecidos.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[comportamiento organizacional]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del usuario]]></kwd>
<kwd lng="en"><![CDATA[Quality of service]]></kwd>
<kwd lng="en"><![CDATA[organizational behavior]]></kwd>
<kwd lng="en"><![CDATA[user satisfaction]]></kwd>
<kwd lng="pt"><![CDATA[qualidade do serviço]]></kwd>
<kwd lng="pt"><![CDATA[comportamento organizacional]]></kwd>
<kwd lng="pt"><![CDATA[satisfação do usuário]]></kwd>
</kwd-group>
</article-meta>
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