Educational service quality as a predictor of academic satisfaction perception among university students in Ecuador
DOI:
https://doi.org/10.29352/mill0227.40352Keywords:
principal component analysis; educational satisfaction; service quality parametersAbstract
Introduction: The quality of the educational service aims to satisfy the interests and expectations of students.
Objective: It evaluated the quality of the educational service as a predictor of the perception of academic satisfaction in students at an Ecuadorian university, using the SERVQUAL instrument.
Methods: A non-experimental cross-sectional research design was employed. A survey was administered to 205 students enrolled in the Agronomy and Veterinary Medicine programs. A Principal Component Analysis (PCA) was conducted to identify the dimensions of academic satisfaction that best explain educational quality.
Results: The Principal Components Analysis showed that the variables that explain the quality were: time dedicated by teachers to answer questions and to offer quick and satisfactory solutions within the Responsiveness dimension, and the variables on satisfaction in the development of the class and time of development of activities in the dimension of Reliability.
Conclusion: Student perceptions highlight responsiveness, reliability, empathy, and tangible elements as key to educational quality. Improving faculty availability, time management, class development, and empathy while addressing low satisfaction with student attention and scheduling can enhance overall quality.
Downloads
References
Aboubakr, R. M., & Bayoumy, H. M. M. (2022). Evaluating educational service quality among dentistry and nursing students with the SERVQUAL model: A cross-sectional study. Journal of Taibah University Medical Sciences, 17(4), 648–657. https://doi.org/10.1016/j.jtumed.2022.01.009
Amirrudin, M., Nasution, K., & Supahar, S. (2020). Effect of variability on Cronbach alpha reliability in research practice. Jurnal Matematika, Statistika Dan Komputasi, 17(2), 223–230. https://doi.org/10.20956/jmsk.v17i2.11655
Amoako, G. K., Ampong, G. O., Gabrah, A. Y. B., de Heer, F., & Antwi-Adjei, A. (2023). Service quality affecting studentsatisfaction in higher education institutions in Ghana. Cogent Education, 10(2), 1–18. https://doi.org/10.1080/2331186X.2023.2238468
Andrey Bernate, J., Guataquira Romero, A., Romero Melo, E., & Reyes Escobar, P. (2020). Satisfacción de la calidad educativa en educación superior. Podium, 38, 37–50. https://doi.org/10.31095/podium.2020.38.3
Arias, F. G. (2012). El proyecto de Investigación: introducción a la metodología científica (Sexta edic). Editorial Episteme. https://abacoenred.org/wp-content/uploads/2019/02/El-proyecto-de-investigaci%C3%B3n-F.G.-Arias-2012-pdf-1.pdf
Armas Benavides, V., & Pérez Cárdenas, E. (2017). Niveles de satisfacción académica en estudiantes de la Facultad de Ciencias Psicológicas en relación a la calidad de la educación. Universidad Central del Ecuador. http://www.dspace.uce.edu.ec/handle/25000/13264
Bahadur, S., Kumar Gurung, S., Poudel, R. L., Singh Yadav, U., Bhattacharjee, A., & Dhungana, B. R. (2024). The effect of higher education service quality on satisfaction among business students in India and Nepal. Cogent Education, 11(1), 2393521. https://doi.org/10.1080/2331186X.2024.2393521
Bernal, J., Lauretti, P., & Agreda, M. (2017). Satisfacción académica en estudiantes de la Facultad de Ingeniería de la Universidad del Zulia. Multiciencias, 16(3), 301–306. https://www.redalyc.org/articulo.oa?id=90453464009
Bordero-Delgado, H. (2014). El impacto de la calidad educativa. Apuntes En Ciencias Sociales, 4(1), 112–117. http://dx.doi.org/10.18259/acs.2014011
Cisneros-Caicedo, A., Guevara-García, A., Urdánigo-Cedeño, J., & Gracés-Bravo, J. (2022). Técnicas e Instrumentos de Coleta de Dados que apoiam a Pesquisa Científica em tempos de Pandemia. Dominio de Las Ciencias, 8(1), 1165–1185. https://dialnet.unirioja.es/servlet/articulo?codigo=8383508
Díaz-Camacho, R., Rivera-Muñoz, J., Encalada-Díaz, I., & Romani-Miranda, Ú. (2021). La satisfacción estudiantil en la educación virtual: una revisión sistemática. Chakiñan, Revista de Ciencias Sociales y Humanidades, 16, 177–193. https://orcid.org/0000-0002-8202-0691
Hernández-Sampieri, R., & Mendoza, C. (2018). Metodología de la investigación: las rutas cuantitativa, cualitativa y mixta. McGraw Hill Interamericana Editores S.A. https://doi.org/10.22201/fesc.20072236e.2019.10.18.6
Lescano, N. D., Iv, H., Huam, M., Margot, D., Mu, A. V., & Chac, R. B. (2021). Nivel de satisfacción en la formación a nivel universitario. Telos: Revista de Estudios Interdisciplinarios En Ciencias Sociales, 23(2), 247–266. https://www.redalyc.org/journal/993/99366775022/99366775022.pdf
López-Roldán, P., & Fachelli, S. (2015). Metodología de la investigación social cuantitativa (Primera ed). Universitat Autònoma de Barcelona. https://ddd.uab.cat/pub/caplli/2016/163564/metinvsoccua_a2016_cap1-2.pdf
Marcano, P., & Uribe, A. M. (2022). Satisfacción estudiantil como un indicador de la calidad educativa. Revista Ciencias Pedagógicas e Innovación, 10(1), 79–84. https://doi.org/10.26423/rcpi.v10i1.520
Mori, D., & Palomino, G. (2021). Análisis de la calidad de los servicios educativos en Latinoamérica. Ciencia Latina Revista Científica Multidisciplinar, 5(6), 12082–12097. https://doi.org/10.37811/rcm.v5i6.1217
Mwiya, B., Bwalya, J., Siachinji, B., Sikombe, S., Chanda, H., & Chawala, M. (2017). Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia. Creative Education, 8(7), 1044–1068. https://doi.org/10.4236/ce.2017.87076
Nguyen, H. V., Vu, T. D., Saleem, M., & Yaseen, A. (2024). The influence of service quality on student satisfaction andstudent loyalty in Vietnam: The moderating role of the university image. Journal of Trade Science, 12(1), 37–59. https://doi.org/10.1108/JTS-12-2023-0032
Noben, I., Folkert Deinum, J., & Adriaan Hofman, W. H. (2020). Quality of teaching in higher education: reviewing teaching behaviour through classroom observations. International Journal for Academic Development, 1–16. https://doi.org/10.1080/1360144X.2020.1830776
Olmos-Gómez, M. D. C., Luque-Suárez, M., Ferrara, C., & Cuevas-Rincón, J. M. (2021). Quality in higher education and satisfaction among professors and students. European Journal of Investigation in Health, Psychology and Education, 11(1), 219–229. https://doi.org/10.3390/ejihpe11010017
Reales Chacón, L., Robalino Morales, G., Peñafiel Luna, A., Cárdenas Medina, J., & Cantuña-Vallejo, P. (2022). El muestreo intencional no probabilístico: herramienta de investigación científica en carreras de la salud. Revista Universidad y Sociedad, 14(S5), 681–691.
Rojas-Crotte, I. (2011). Elementos para el diseño de técnicas de investigación: Una propuesta de definiciones y procedimientos de la investigación científica. Tiempo de Educar, 12(24), 277–297. https://pt.scribd.com/document/650367741/3338-Texto-del-articulo-6552-2-10-20221118
Shahroudi, S., Arbabisarjou, A., & Rahdar, O.-B. (2019). The perceptions of students towards the Quality of Educational Services at Zahedan University of Medical Sciences, based on the SERVQUAL model during the academic year 2017-2018. Journal of Medical Education Development Open, 12(33), 65–72. http://dx.doi.org/10.29252/edcj.12.33.103
United Nations Educational Organization (2014). Documento de posición sobre la educación después de 2015. Unesco. http://unesdoc.unesco.org/images/0022/002273/227336s.pdf
Uquillas-Granizo, G., Basantes-Ávalos, R., Vinueza-Jara, A., & Basantes-Silva, S. (2022). Evaluación de la calidad de los servicios educativos mediante el modelo SERVQUAL. FIPCAEC, 7(1), 1–13. https://www.fipcaec.com/index.php/fipcaec/article/view/504
Ventura-León, J., Caycho-Rodríguez, T., & Talledo-Sánchez, K. (2021). Satisfacción Académica en estudiantes de Ciencias de la Salud antes y durante la pandemia COVID-19. Revista Habanera de Ciencias Humanas, 20(6), 1–8. https://www.redalyc.org/journal/1804/180473611014/html/
Zapatier-Castro, S., & D’Armas-Regnault, M. (2019). Percepción de los estudiantes sobre la calidad del proceso de enseñanza en la Universidad Estatal de Milagro. Revista de Ingeniería Indstrial: Actualidad y Nuevas Tendencias, 6(22), 75–96. https://sga.unemi.edu.ec/media/evidenciasiv/2020/12/16/articulo_202012160021.pdf
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Millenium - Journal of Education, Technologies, and Health
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who submit proposals for this journal agree to the following terms:
a) Articles are published under the Licença Creative Commons (CC BY 4.0), in full open-access, without any cost or fees of any kind to the author or the reader;
b) The authors retain copyright and grant the journal right of first publication, allowing the free sharing of work, provided it is correctly attributed the authorship and initial publication in this journal;
c) The authors are permitted to take on additional contracts separately for non-exclusive distribution of the version of the work published in this journal (eg, post it to an institutional repository or as a book), with an acknowledgment of its initial publication in this journal;
d) Authors are permitted and encouraged to publish and distribute their work online (eg, in institutional repositories or on their website) as it can lead to productive exchanges, as well as increase the impact and citation of published work
Documents required for submission
Article template (Editable format)
