Management of educational service quality and university student satisfaction: an approach to the HEDPERF model

Authors

  • Marcelo Iván Ortíz Díaz Universidad Técnica de Ambato, Ecuador
  • Pablo Enrique Hernández Domínguez Universidad Técnica de Ambato, Ecuador
  • Egda Maribel Campoverde Quijano Universidad Técnica de Ambato, Ecuador

Keywords:

educational service, student satisfaction, quality of service, implementation of measures, educational results

Abstract

Higher education is part of the service industry and students are the main consumer group, therefore, higher education institutions must provide a high-quality service to satisfy their students. The objective of this study was to analyze student satisfaction through the application of the HEDPERF model and its relationship with the quality of service of universities in zone 3 of Ecuador. For data collection, a digital survey was applied to 260 university students from zone 3. The results of the research showed that the model of student satisfaction with respect to educational services according to the proposed theoretical model comprised 8 dimensions. The result of this research can provide a series of images and recommendations for universities and implement the appropriate measures to improve student satisfaction with the educational services received, thus improving educational results, attracting and retaining students. Finally, it was concluded that, in order to improve student satisfaction with educational results, University administrators must take measures to improve the quality of the educational service process, especially the quality of educational activities.

Author Biographies

Marcelo Iván Ortíz Díaz, Universidad Técnica de Ambato, Ecuador

Magister en Administración y Marketing Ingeniero Comercial de la Universidad Técnica de Ambato. Profesor de la Facultad de Jurisprudencia y Ciencias Sociales. Correo electrónico: mi.ortiz@uta.edu.ec https://orcid.org/0000-0002-9095-9041 Dirección Postal: Tungurahua, Ambato.

Pablo Enrique Hernández Domínguez, Universidad Técnica de Ambato, Ecuador

Experiencia como profesional de la educación son 18 años comprende la enseñanza de la educación media y superior. Actualmente ejerzo la docencia en la Carrera de Educación Básica de la Facultad de Ciencias Humanas y la docencia de la Universidad Técnica de Ambato.

He participado calidad de Ponente en el congreso internacional de vinculación REUVIC-Universidad Católica de Cuenca, mayo del 2019 y Ponente en el Primer Congreso Científico Internacional de en Ciencias Humanas de la Educación, de la Universidad Técnica de Ambato, febrero 2022´.

Egda Maribel Campoverde Quijano, Universidad Técnica de Ambato, Ecuador

Trabajadora social desde hace 14 años, experiencia laboral en el centro de adolescentes infractores Ambato, Trabajadora Social e investigadora Social de la Vicepresidencia de la Republica del Ecuador a través de la Misión Manuela Espejo en el Municipio de Pelileo - Fundación Corazón de María.

Docente la Universidad Técnica de Ambato 8 años, responsable de posgrados un año y medio y de prácticas laborales seis años y medio.

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Published

2023-06-30

Issue

No. 31 (2023): N° 31: ENE-JUN 2023

Section

Science article

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