<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0124-4639</journal-id>
<journal-title><![CDATA[Revista Universidad y Empresa]]></journal-title>
<abbrev-journal-title><![CDATA[rev.univ.empresa]]></abbrev-journal-title>
<issn>0124-4639</issn>
<publisher>
<publisher-name><![CDATA[Universidad del Rosario]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0124-46392021000200029</article-id>
<article-id pub-id-type="doi">10.12804/revistas.urosario.edu.co/empresa/a.10352</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad del servicio administrativo: impacto sobre el compromiso, la satisfacción y el rendimiento de estudiantes universitarios]]></article-title>
<article-title xml:lang="en"><![CDATA[Administrative Service Quality: Impact on the Commitment, Satisfaction, and Performance of University Students]]></article-title>
<article-title xml:lang="pt"><![CDATA[Qualidade do serviço administrativo: impacto no comprometimento, na satisfação e no rendimento de estudantes universitários]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Quesada]]></surname>
<given-names><![CDATA[Javier]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Costa Rica  ]]></institution>
<addr-line><![CDATA[San José ]]></addr-line>
<country>Costa Rica</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<volume>23</volume>
<numero>41</numero>
<fpage>29</fpage>
<lpage>70</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0124-46392021000200029&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0124-46392021000200029&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0124-46392021000200029&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El presente artículo pretende comprender la relación que existe entre la calidad del servicio administrativo, la satisfacción, el compromiso y el rendimiento de los estudiantes universitarios, en procura de una visión desde la perspectiva latinoamericana. Se investigó el impacto que tiene esta calidad en una población de estudiantes del área de ciencias básicas de la Universidad de Costa Rica. Para ello se empleó un esquema mixto de investigación (cuantitativa-cualitativa) para contrastar la información obtenida. Se determinó que el estudiantado considera que la calidad del servicio impacta su satisfacción, pero no así el compromiso. Además, ninguno de los aspectos anteriores tiene influencia sobre su rendimiento. Se identificó que las personas estudiantes entienden que la satisfacción es producto del servicio académico y que el compromiso se asocia a otros elementos en el contexto universitario. Finalmente, el rendimiento aparece desvinculado a los aspectos estudiados.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract 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.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Este artigo tem como objetivo compreender a relação existente entre a qualidade do serviço administrativo, a satisfação, o comprometimento e o rendimento de estudantes universitários, buscando uma visão na perspectiva latino-americana. Investigou-se o impacto da qualidade desse serviço em uma população de estudantes da área de ciências básicas da Universidade da Costa Rica. Para isso, um esquema de pesquisa misto (quantitativo-qualitativo) foi utilizado para contrastar as informações obtidas. Determinou-se que os alunos consideram que a qualidade do serviço administrativo impacta na sua satisfação, mas não no seu comprometimento. Além disso, nenhum dos aspectos anteriores influencia o seu rendimento. Identificou-se que os alunos entendem que a satisfação é produto do serviço acadêmico e que o comprometimento está associado a outros elementos do contexto universitário. Por fim, o rendimento parece não estar relacionado aos aspectos estudados.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[calidad]]></kwd>
<kwd lng="es"><![CDATA[servicio]]></kwd>
<kwd lng="es"><![CDATA[compromiso]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[rendimiento]]></kwd>
<kwd lng="es"><![CDATA[universidad]]></kwd>
<kwd lng="en"><![CDATA[Quality]]></kwd>
<kwd lng="en"><![CDATA[service]]></kwd>
<kwd lng="en"><![CDATA[engagement]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[performance]]></kwd>
<kwd lng="en"><![CDATA[university]]></kwd>
<kwd lng="pt"><![CDATA[qualidade]]></kwd>
<kwd lng="pt"><![CDATA[serviço]]></kwd>
<kwd lng="pt"><![CDATA[compromisso]]></kwd>
<kwd lng="pt"><![CDATA[satisfação]]></kwd>
<kwd lng="pt"><![CDATA[rendimento]]></kwd>
<kwd lng="pt"><![CDATA[universidade]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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