SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR
This study analyzes the service quality in universities based on users' level of satisfaction of the service provided in the city of Cuenca, Ecuador. The methodology combines a descriptive and a multidimensional statistical analysis, the former demonstrates the frequencies and the percentages o...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2018-03-01
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| Series: | International Journal for Quality Research |
| Subjects: | |
| Online Access: | http://www.ijqr.net/journal/v12-n1/1.pdf |
| _version_ | 1818671241154789376 |
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| author | Adriana Vallejo Efstathios Stefos Adrián Narváez |
| author_facet | Adriana Vallejo Efstathios Stefos Adrián Narváez |
| author_sort | Adriana Vallejo |
| collection | DOAJ |
| description | This study analyzes the service quality in universities based on users' level of satisfaction of the service provided in the city of Cuenca, Ecuador. The methodology combines a descriptive and a multidimensional statistical analysis, the former demonstrates the frequencies and the percentages of the variables under study while the latter is used to show the group classification of the people under study. Hierarchical grouping is used since it determines the groups of people as a result of their common characteristics. At first, the results indicate that in all cases the percentage of students' satisfaction surpasses 65%. However, there is a minority group of people (3,67%) who are totally unsatisfied regarding their sense of belonging to the Institution and their class as well as with the teaching - learning process. |
| first_indexed | 2024-12-17T07:20:52Z |
| format | Article |
| id | doaj.art-fa1704af7d4446c585071cafc09c09ca |
| institution | Directory Open Access Journal |
| issn | 1800-6450 1800-7473 |
| language | English |
| last_indexed | 2024-12-17T07:20:52Z |
| publishDate | 2018-03-01 |
| publisher | Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia |
| record_format | Article |
| series | International Journal for Quality Research |
| spelling | doaj.art-fa1704af7d4446c585071cafc09c09ca2022-12-21T21:58:46ZengCenter for Quality, Faculty of Engineering, University of Kragujevac, SerbiaInternational Journal for Quality Research1800-64501800-74732018-03-0112131610.18421/IJQR12.01-01SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADORAdriana Vallejo0Efstathios Stefos1Adrián Narváez2Universidad Politécnica Salesiana, Calle Vieja 12 - 30 y Elia Liut, Cuenca, EcuadorUniversidad Nacional de Educación UNAE , Par roquia Javier Loyola, sector Chuquipata, Azogues, EcuadorUniversidad Politécnica Salesiana, Calle Vieja 12 - 30 y Elia Liut, Cuenca, EcuadorThis study analyzes the service quality in universities based on users' level of satisfaction of the service provided in the city of Cuenca, Ecuador. The methodology combines a descriptive and a multidimensional statistical analysis, the former demonstrates the frequencies and the percentages of the variables under study while the latter is used to show the group classification of the people under study. Hierarchical grouping is used since it determines the groups of people as a result of their common characteristics. At first, the results indicate that in all cases the percentage of students' satisfaction surpasses 65%. However, there is a minority group of people (3,67%) who are totally unsatisfied regarding their sense of belonging to the Institution and their class as well as with the teaching - learning process.http://www.ijqr.net/journal/v12-n1/1.pdfEducational MarketingConsumer behaviorQuality serviceCustomer satisfactionServices marketing |
| spellingShingle | Adriana Vallejo Efstathios Stefos Adrián Narváez SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR International Journal for Quality Research Educational Marketing Consumer behavior Quality service Customer satisfaction Services marketing |
| title | SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR |
| title_full | SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR |
| title_fullStr | SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR |
| title_full_unstemmed | SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR |
| title_short | SERVICE QUALITY ANALYSIS OF UNIVERSITIES IN CUENCA, ECUADOR |
| title_sort | service quality analysis of universities in cuenca ecuador |
| topic | Educational Marketing Consumer behavior Quality service Customer satisfaction Services marketing |
| url | http://www.ijqr.net/journal/v12-n1/1.pdf |
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