Measurement of Student Satisfaction in University Students Through the SERVQUAL Model
Journal Title: RHS-Revista Humanismo y Sociedad - Year 2023, Vol 11, Issue 1
Abstract
The objective of this article is to propose a reflection about the concept of student satisfaction in higher education. For this, a review of the concept of student satisfaction in higher education in the scientific literature was initially made and it was articulated with the SERVQUAL model to facilitate its measurement. The results of the review showed that there are several models derived from the SERVQUAL that have been used to measure student satisfaction based on the quality of some of the university services offered to university students but leave others aside. In this sense, in the discussion it is proposed that in order to achieve a comprehensive measurement of student satisfaction in higher education, it is necessary to adapt the SERVQUAL model to measure the five substantive functions of the university – teaching, research, student welfare, extension or community services, and internationalization – as well as complementary services – libraries, restaurants, parking lots, among others – that allow comparisons to be made among each of these services within each educational institution and among different educational institutions, in order to improve their quality and, in turn, increase student satisfaction.
Authors and Affiliations
Germán Andrés Torres Escobar
Keywords
Related Articles
- EP ID EP716982
- DOI https://doi.org/10.22209/rhs.v11n1a06
- Views 35
- Downloads 0
A Bibliometric Analysis of the Evolution of Strategic Foresight
The objective of this article is to present a bibliometric review of the topic of strategic prospective, revealing its schools, tools, scientific production, the journals with the largest publications, and the related ar...
Impact of electronic commerce in social networks on purchasing decisions among citizens settled in the Aburrá Valley
Electronic commerce, also known as e-commerce, involves buying and selling products, goods and services, through electronic devices, mainly on internet and other data networks. This research study was carried out in orde...
Inclusive education: an awareness program at an educational institution in Sincelejo, Sucre
This paper aims to assess the effect of an awareness program on the importance of an inclusive education approach in the educational community (engaging parents, teachers, management staff and students) of Antonio Prieto...
The digital worker, between inclusion and protective exclusion
This article analyses the legal nature of the work carried out through the Uber digital platform, as well as the different problems this type of work poses. For this, the Judgment Uber BV and others (Appellants) v Aslam...
Systems engineering in the public education sector in Colombia
This paper aims to provide a general reflection on systems engineering as a profession as well as on the current perspective prevalent in the Colombian public educational sector on this discipline both as a degree progra...