Evaluación de la calidad en servicios de educación superior a distancia: escala SERVQUAL y análisis factorial

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Publicado: Nov 4, 2020

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Miguel Ángel Tobías Martínez
Universidade Federal do Paraná (Brasil)
Brasil
https://orcid.org/0000-0001-9832-4940
Juan Antonio Fuentes Esparrell
Dpto. Didáctica y Organización Escolar. Universidad de Granada (España)
España
https://orcid.org/0000-0003-4821-7092
Isabel Feriche Rodríguez
Centro Dormilones (España)
España
https://orcid.org/0000-0003-3158-5091
Francisco José Álvarez Jiménez
CEIP San Miguel Almuñecar (España)
España
https://orcid.org/0000-0003-1500-8657
Vol. 20 Núm. 2 (2020), Artículos, Páginas 306-335
DOI: https://doi.org/10.30827/eticanet.v20i2.16144
Recibido: Oct 12, 2020 Aceptado: Oct 12, 2020 Publicado: Nov 4, 2020
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Resumen

La sociedad, los negocios y la tecnología cambian rápidamente, es por eso que la percepción del aprendizaje tiene que ser cambiada para poder mantener el ritmo frente al ambiente competitivo. En la actualidad ha habido un cambio significativo en la enseñanza superior y en el proceso de aprendizaje en general, con el auxilio de las tecnologías de la información y comunicación (TIC) y, especialmente, debido a Internet. En este contexto se destaca la EaD (Educación a Distancia). Esta a su vez ha presentado expansión en el mercado y también comodidad al alumno, pues él escoge el horario y dónde quiere estudiar. Esta investigación tiene el objetivo de evaluar la calidad (a través de la escala SERVQUAL y del modelo gap) de la EaD en una institución ubicada en Rio Grande do Sul. También la investigación se propone refinar (validar) un instrumento de investigación, para perfeccionarlo, utilizando el análisis factorial. Los resultados apuntaron que en la institución analizada existen gaps (vacíos) a ser llenados. Y el análisis factorial se mostró útil para el refinamiento del instrumento de investigación. Pues, eso hizo que hubiera mayor homogeneidad entre las variables de cada dimensión. Por lo tanto, la investigación se muestra útil tanto a nivel académico como empresarial.

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