Resumo

ORTIZ DIAZ, Marcelo Iván; HERNANDEZ DOMINGUEZ, Pablo Enrique  e  CAMPOVERDE QUIJANO, Egda Maribel. Management of educational service quality and university student satisfaction: an approach to the HEDPERF model. rev. econ. Caribe [online]. 2023, n.31, pp.1-.  Epub 17-Nov-2023. ISSN 2011-2106.

Higher education is part of the service industry and students are the main consumer group, therefore, higher education institutions must provide a high-quality service to satisfy their students. The objective of this study was to analyze student satisfaction through the application of the HEDPERF model and its relationship with the quality of service of universities in zone 3 of Ecuador. For data collection, a digital survey was applied to 260 university students from zone 3. The results of the research showed that the model of student satisfaction with respect to educational services according to the proposed theoretical model comprised 8 dimensions. The result of this research can provide a series of images and recommendations for universities and implement the appropriate measures to improve student satisfaction with the educational services received, thus improving educational results, attracting and retaining students. Finally, it was concluded that, in order to improve student satisfaction with educational results, University administrators must take measures to improve the quality of the educational service process, especially the quality of educational activities.

Palavras-chave : educational service; student satisfaction; quality of service; implementation of measures; educational results.

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