Satisfacción con servicios en estudiantes de un Instituto de Educación Superior Tecnológico Público de Lima Metropolitana
Fecha
2018
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Universidad Antonio Ruiz de Montoya
Resumen
El objetivo de la presente investigación fue analizar y comparar el nivel de satisfacción con servicios en estudiantes de tres carreras técnicas de un Instituto de Educación Superior Tecnológico Público de Lima. Específicamente, identificar si existe diferencia según carrera y/o perfil del estudiante. Los participantes fueron noventa estudiantes de las carreras de Gestión en la Construcción, Producción de Confecciones, y Administración de Hoteles y Restaurantes, quienes completaron la Escala de Satisfacción con Servicios (Álvarez, Chaparro y Reyes, 2015). En general, los resultados mostraron que los participantes se encuentran poco satisfechos con los servicios. Sin embargo, los resultados muestran diferencias significativas entre carreras. Así, los estudiantes de Gestión en la Construcción se encuentran más satisfechos con los servicios en comparación a los otros dos grupos en seis dimensiones de la Escala. Además, los resultados de satisfacción según perfil del estudiante mostraron que, los estudiantes del primer año se encuentran más satisfechos que los estudiantes del segundo año.
Por lo tanto, los resultados indicarían que, el nivel de satisfacción con servicios se explicaría, con mayor precisión, por la implementación de mejoras en los servicios, más que por variables relacionadas al perfil del estudiante.
The objective of this research is meant to analyze and compare the level of satisfaction with services for students of three technical careers of a Public Institute of Technology of Higher Education in Lima. Specifically, to identify whether there is a difference according to the student’s career and/or profile. There were ninety participants who were students within the careers of: Construction Management, Textile and Clothing Production, and Hotel and Restaurant Management, who completed the Satisfaction with Services Scale (Alvarez, Chaparro & Reyes, 2015). In general, the results showed that the participants were not satisfied with the services. However, the results did show significant differences between careers. Thus, the students within the Construction Management career are more satisfied with the services in comparison to the other two groups in six (6) dimensions of the Satisfaction Scale. In addition, the results of satisfaction, according to the profile of the student, showed that the students of the first year are more satisfied than the students of the second year. Therefore, the results would indicate that, the level of satisfaction with services would be explained, with greater precision, by the implementation of improvements in the services, rather than by variables related to the profile of the student.
The objective of this research is meant to analyze and compare the level of satisfaction with services for students of three technical careers of a Public Institute of Technology of Higher Education in Lima. Specifically, to identify whether there is a difference according to the student’s career and/or profile. There were ninety participants who were students within the careers of: Construction Management, Textile and Clothing Production, and Hotel and Restaurant Management, who completed the Satisfaction with Services Scale (Alvarez, Chaparro & Reyes, 2015). In general, the results showed that the participants were not satisfied with the services. However, the results did show significant differences between careers. Thus, the students within the Construction Management career are more satisfied with the services in comparison to the other two groups in six (6) dimensions of the Satisfaction Scale. In addition, the results of satisfaction, according to the profile of the student, showed that the students of the first year are more satisfied than the students of the second year. Therefore, the results would indicate that, the level of satisfaction with services would be explained, with greater precision, by the implementation of improvements in the services, rather than by variables related to the profile of the student.
Descripción
Palabras clave
Instituto de Educación Superior Tecnológico Público de Lima Metropolitana, Servicios, Estudiantes, Educación superior, Educación técnica, Lima (Perú : Departamento), Perú, Psicología
Citación
Gutiérrez, A. (2018). Satisfacción con servicios en estudiantes de un Instituto de Educación Superior Tecnológico Público de Lima Metropolitana [Tesis de pregrado, Universidad Antonio Ruiz de Montoya]. Repositorio Institucional UARM. http://hdl.handle.net/20.500.12833/1937