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 con 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 was to analyze and compare the level of satisfaction with services among students of three technical careers at a Public Institute of Higher Technological Education in Lima. Specifically, to identify whether there are differences according to the students’ career and/or profile. The participants were ninety students from the careers of Construction Management, Textile and Clothing Production, and Hotel and Restaurant Management, who completed the Satisfaction with Services Scale (Álvarez, Chaparro & Reyes, 2015). In general, the results showed that participants were not very satisfied with the services. However, significant differences between careers were found. Students in the Construction Management career reported higher satisfaction with services compared to the other two groups in six dimensions of the scale. In addition, results by student profile showed that first-year students were more satisfied than second-year students. Therefore, the results suggest that the level of satisfaction with services is explained more accurately by the implementation of service improvements rather than by variables related to the students’ profile.
The objective of this research was to analyze and compare the level of satisfaction with services among students of three technical careers at a Public Institute of Higher Technological Education in Lima. Specifically, to identify whether there are differences according to the students’ career and/or profile. The participants were ninety students from the careers of Construction Management, Textile and Clothing Production, and Hotel and Restaurant Management, who completed the Satisfaction with Services Scale (Álvarez, Chaparro & Reyes, 2015). In general, the results showed that participants were not very satisfied with the services. However, significant differences between careers were found. Students in the Construction Management career reported higher satisfaction with services compared to the other two groups in six dimensions of the scale. In addition, results by student profile showed that first-year students were more satisfied than second-year students. Therefore, the results suggest that the level of satisfaction with services is explained more accurately by the implementation of service improvements rather than by variables related to the students’ profile.
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. https://hdl.handle.net/20.500.12833/1937
