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Home > Archives > Volume 20, No 7 (2022) > Article

DOI: 10.14704/nq.2022.20.7.NQ33021

Importance and satisfaction of university services: a key relationship in quality management in higher education institutions

Dra. Fabiola de Jesús Mapén Franco, Dr. Antonio Becerra Hernández


The generation of quality university training alternatives is one of the main challenges facing higher education institutions; It is conceived as the route of action that favors the fulfillment of the commitment they have with society to promote regional and / or national development through the training of professionals capable of innovating and applying scientific and technological knowledge. For this, there are various measurement mechanisms that are formulated including indicators of school dropout, failure, terminal efficiency, student mobility, monitoring of graduates, among others. The objective of this research is to measure the importance and level of satisfaction that undergraduate students have with the educational services provided in a higher education institution whose enrollment is the largest in the state of Tabasco, Mexico. The study is of a descriptive, non-experimental type with a quantitative approach, applying a questionnaire validated through Cronbach's Alpha of 0.935 and 0.951 for the variables importance and satisfaction, respectively. A Pearson correlation analysis was performed to obtain the results of each variable, as well as the correlation of both. The results to measure the relationship between the factors that make up the scale to determine the satisfaction of undergraduate students as well as the importance they assign to educational services reflected significant associations between the factors considered.


educational services, student satisfaction, educational quality

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