Quality control of the administrative services as academic support to the Faculty of Chemistry at the University of Costa Rica
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| Autor: | |
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| Formato: | artículo original |
| Estado: | Versión publicada |
| Fecha de Publicación: | 2019 |
| Descripción: | The purpose of this paper is to assess student satisfaction with the quality of the administrative service provided at the School of Chemistry of the University of Costa Rica. An adaptation of the SERVQUAL model questionnaire was used. This questionnaire was administered to 102 students atall levels of the Chemistry major. The results revealed an important gap between students’ perception ofthe quality of the service and what it was expected from it. All dimensions of the model presented a similar gap, with a global mean for the instrument of -1.01 (s = 0.31). The dimensions were correlated with sociodemographic characteristics, which established a relationship between students’ age and their progress in the major. Regression models were generated, which highlight students’ progress in their major as the predictor of their satisfaction. The results show aspects that need to be improved to provide a suitable administrative service that supports academic training. |
| País: | Portal de Revistas UNED |
| Institución: | Universidad Estatal a Distancia |
| Repositorio: | Portal de Revistas UNED |
| Lenguaje: | Español |
| OAI Identifier: | oai:revistas.investiga.uned.ac.cr:article/2473 |
| Acceso en línea: | https://revistas.uned.ac.cr/index.php/rna/article/view/2473 |
| Palabra clave: | Service Quality Education University Satisfaction Servicio Calidad Educación Universidad Satisfacción |