Abstract

QUESADA, Javier. Administrative Service Quality: Impact on the Commitment, Satisfaction, and Performance of University Students. rev.univ.empresa [online]. 2021, vol.23, n.41, pp.29-70.  Epub June 09, 2022. ISSN 0124-4639.  https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.10352.

This paper aims to present the understanding of the relationship between administrative quality service and satisfaction, engagement, and performance of higher education students in the Latin American context. Researcher studied the impact of quality in natural science students at the University of Costa Rica, using a mixed method (quantitative-qualitative) to compare the information. Researcher found that quality service impacts satisfaction but not engagement. None of the above have an impact on performance. It was possible to identify that those students understand satisfaction as a consequence of academic service, while engagement is relative to the other elements of the university context. Finally, performance is unrelated to the aspects studied.

Keywords : Quality; service; engagement; satisfaction; performance; university.

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