Evaluación de la calidad en servicios de educación superior a distancia: escala SERVQUAL y análisis factorial

  1. Miguel Ángel Tobías Martínez 1
  2. Juan Antonio Fuentes Esparrell 2
  3. Isabel Feriche Rodríguez
  4. Francisco José Álvarez Jiménez 3
  1. 1 Universidade Federal do Paraná (Brasil)
  2. 2 Universidad de Granada (España)
  3. 3 CEIP San Miguel Almuñecar (España)
Erakutsi afiliazioak +
Aldizkaria:
Etic@net: Revista científica electrónica de Educación y Comunicación en la Sociedad del Conocimiento

ISSN: 1695-324X

Argitalpen urtea: 2020

Alea: 20

Zenbakia: 2

Orrialdeak: 306-335

Mota: Artikulua

DOI: 10.30827/ETICANET.V20I2.16144 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Beste argitalpen batzuk: Etic@net: Revista científica electrónica de Educación y Comunicación en la Sociedad del Conocimiento

Laburpena

Society, business and technology change rapidly, that is why the perception of learning has to be changed in order to keep up with the competitive environment. At present there has been a significant change in higher education and in the learning process in general, with the help of information and communication technologies (ICT) and, especially, due to the Internet. In this context it is highlighted the EAD (Distance Education). This in turn has presented expansion in the market and also convenience to the student, because he chooses the time and where he wants to study. This research has the objective of evaluating the quality (through the scale SERVQUAL and the gap model) of the EaD in an institution located in Rio Grande do Sul. Also the research proposes to refine a research instrument, to make it more accurate, using the factorial analysis. The results pointed out that in the analyzed Institution there are gaps (gaps) to be filled. And the factorial analysis proved useful for the refinement of the research instrument. This made it possible to have greater homogeneity among the variables of each dimension. Therefore, the research proves useful both at the academic and business level.

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