Citas bibligráficas
Tapia, J., (2021). Expectativa y percepción de los estudiantes por el servicio educativo que brindan los docentes a través de las actitudes pedagógicas en una Universidad de Lima, Basado en el Modelo SERQUAL [Universidad Nacional de Educación Enrique Guzmán y Valle]. http://repositorio.une.edu.pe/handle/20.500.14039/6003
Tapia, J., Expectativa y percepción de los estudiantes por el servicio educativo que brindan los docentes a través de las actitudes pedagógicas en una Universidad de Lima, Basado en el Modelo SERQUAL []. PE: Universidad Nacional de Educación Enrique Guzmán y Valle; 2021. http://repositorio.une.edu.pe/handle/20.500.14039/6003
@mastersthesis{sunedu/3128203,
title = "Expectativa y percepción de los estudiantes por el servicio educativo que brindan los docentes a través de las actitudes pedagógicas en una Universidad de Lima, Basado en el Modelo SERQUAL",
author = "Tapia Lujan, Juan Manuel",
publisher = "Universidad Nacional de Educación Enrique Guzmán y Valle",
year = "2021"
}
Student satisfaction is considered as a key element in assessing the quality of university education, as well as offering a perceptive for the service actually received when confronting the expectations and perception of the student as the main recipient of educational services. From this reflection, the research is framed in determining the level of satisfaction that the first year students of the Faculty of Engineering and Architecture of the University of Lima have for the perceived service of teachers through their pedagogical attitudes. Its methodological approach is quantitative of a descriptive correlational type. The population is made up of the first year students of the Faculty of Architecture and Engineering of the University of Lima. The sample is intentional or for convenience. The survey technique was also used through a questionnaire designed to collect the students' expectations and perception. The questionnaire includes the five dimensions to measure satisfaction according to the SERVQAUL model. The satisfaction rate of the students for the services offered by their teachers was -0.42, which indicates that the students' perception is lower than the service expectations.
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