<?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>S2007-74672020000100138</article-id>
<article-id pub-id-type="doi">10.23913/ride.v10i20.658</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[La importancia de la calidad en la universidad pública. La percepción del estudiante en la Universidad Autónoma del Carmen]]></article-title>
<article-title xml:lang="en"><![CDATA[Importance of quality in the public university. The perception of the student at the Autonomous University of Carmen]]></article-title>
<article-title xml:lang="pt"><![CDATA[A importância da qualidade na universidade pública. Percepção do aluno na Universidad Autónoma del Carmen]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Martínez Luis]]></surname>
<given-names><![CDATA[David]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pérez Fernández]]></surname>
<given-names><![CDATA[Alberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pat Fernández]]></surname>
<given-names><![CDATA[Lucio Alberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[García Rodríguez]]></surname>
<given-names><![CDATA[José Félix]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma del Carmen Facultad de Ciencias Económicas Administrativas ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma del Carmen Facultad de Ciencias Económicas Administrativas ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Colegio de la Frontera Sur  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad Juárez Autónoma de Tabasco División Académica de Ciencias Económico Administrativas ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2020</year>
</pub-date>
<volume>10</volume>
<numero>20</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-74672020000100138&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-74672020000100138&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-74672020000100138&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Las políticas públicas que liberalizaron la educación en México han intensificado la competencia entre instituciones educativas. En tal sentido, la educación superior debe ser reconocida como una industria de servicios, cuyo objetivo es satisfacer las necesidades del cliente, sobre todo en regiones con un fuerte dinamismo económico como el municipio de Carmen, Campeche. El objetivo del artículo fue determinar la percepción que tienen los estudiantes sobre la calidad del servicio de la Universidad Autónoma del Carmen y los factores que determinan estas percepciones. Para determinar la calidad del servicio se aplicó un cuestionario basado en el modelo SERVQUAL. Para analizar los factores que afectan a las percepciones y expectativas de los alumnos se estimaron modelos de regresión múltiple por el método de mínimos cuadrados ordinarios. Los resultados muestran una dificultad de la institución por superar las expectativas de los estudiantes. En una ciudad con un fuerte dinamismo económico y con alto ingreso, el tiempo de permanencia de los alumnos y su nivel de ingreso determinan su percepción sobre la calidad de servicios que ofrece la universidad. Las percepciones de los estudiantes pueden mejorar a medida que el personal universitario brinde un mejor servicio. Se concluye que la universidad debe enfocar su política administrativa en satisfacer las necesidades del estudiante para disminuir la deserción y mejorar la eficiencia terminal.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Public policies that liberalized education in Mexico have intensified competition between educational institutions. Higher education must be recognized as a service industry whose objective is to meet customer needs; especially in regions with a strong economic dynamism such as the municipality of Carmen, Campeche. The objective of the article was to determine the students' perception of the quality of service of the Autonomous University of Carmen and the factors that determine these perceptions. To determine the quality of the service, a questionnaire based on the SERVQUAL model was applied. To analyze the factors that affect students' perceptions and expectations, multiple regression models were estimated using the Ordinary Minimum Square method. The results show a difficulty of the institution to exceed the expectations of the students. In a city with a strong economic dynamism and high income, the time of permanence of the students and their level of income determine their perception of the quality of services offered by the university. Student perceptions may improve as university staff provide better service. It is concluded that the university must focus its administrative policy on satisfying the needs of the student to reduce the decrease and improve terminal efficiency.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo As políticas públicas que liberalizaram a educação no México intensificaram a competição entre instituições de ensino. Nesse sentido, o ensino superior deve ser reconhecido como uma indústria de serviços, cujo objetivo é satisfazer as necessidades do cliente, principalmente em regiões com forte dinamismo econômico, como o município de Carmen, Campeche. O objetivo do artigo foi determinar a percepção que os alunos têm da qualidade de serviço da Universidade Autônoma do Carmen e os fatores que determinam essas percepções. Para determinar a qualidade do serviço, foi aplicado um questionário baseado no modelo SERVQUAL. Para analisar os fatores que afetam as percepções e expectativas dos alunos, vários modelos de regressão foram estimados usando o método dos mínimos quadrados ordinários. Os resultados mostram uma dificuldade da instituição em superar as expectativas dos alunos. Em uma cidade com forte dinamismo econômico e alta renda, o tempo de permanência dos estudantes e seu nível de renda determinam sua percepção da qualidade dos serviços oferecidos pela universidade. As percepções dos alunos podem melhorar à medida que os funcionários da faculdade prestam um serviço melhor. Conclui-se que a universidade deve focar sua política administrativa em satisfazer as necessidades do aluno para reduzir a evasão e melhorar a eficiência do terminal.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[educación]]></kwd>
<kwd lng="es"><![CDATA[evaluación]]></kwd>
<kwd lng="es"><![CDATA[ingreso]]></kwd>
<kwd lng="en"><![CDATA[education]]></kwd>
<kwd lng="en"><![CDATA[expectation]]></kwd>
<kwd lng="en"><![CDATA[income]]></kwd>
<kwd lng="pt"><![CDATA[educação]]></kwd>
<kwd lng="pt"><![CDATA[avaliação]]></kwd>
<kwd lng="pt"><![CDATA[renda]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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