Bibliographic citations
Toro, J., (2021). Relación entre expectativas y percepciones sobre el servicio educativo en estudiantes de la Facultad de Ciencias de la Salud de una universidad privada de Lima Metropolitana [Universidad Peruana Cayetano Heredia]. https://hdl.handle.net/20.500.12866/9556
Toro, J., Relación entre expectativas y percepciones sobre el servicio educativo en estudiantes de la Facultad de Ciencias de la Salud de una universidad privada de Lima Metropolitana []. PE: Universidad Peruana Cayetano Heredia; 2021. https://hdl.handle.net/20.500.12866/9556
@mastersthesis{renati/493759,
title = "Relación entre expectativas y percepciones sobre el servicio educativo en estudiantes de la Facultad de Ciencias de la Salud de una universidad privada de Lima Metropolitana",
author = "Toro Torre, Jorge Luis",
publisher = "Universidad Peruana Cayetano Heredia",
year = "2021"
}
This research studied the relationship between expectations and perceptions of students about the educational service they receive. The expectations were based on the dimensions: tangible elements, reliability, responsibility, security and empathy, which were related to the dimensions of the students' perceptions, likewise, a description of the variable’s expectations, perceptions and educational service was made. The research deepened on the theoretical foundations that support the quality of the educational service from the expectations and perceptions of the students as active participants in the educational process. Methodologically, it was quantitative, non-experimental, cross-sectional and correlational in nature. 242 students participated, who developed the SERVQUAL instrument, whose results showed that there is an indirect relationship between expectations and perceptions, however, there is no correlation between some dimensions of educational service expectations on the dimensions of perceptions, which have determined the assessment levels of the students. In this sense, it was then obtained that the perceptions (69.1 %) do not exceed the percentages of the expectations (90.9 %), with which it was concluded that there are gaps in the service, thus the students did not receive the service they expected.
This item is licensed under a Creative Commons License