Service quality analysis of universities in Cuenca, Ecuador

Adriana Vallejo, Efstathios Stefos, Adrián Narváez

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

This study analyzes the service quality in universities based on users' level of satisfaction of the service provided in the city of Cuenca, Ecuador. The methodology combines a descriptive and a multidimensional statistical analysis, the former demonstrates the frequencies and the percentages of the variables under study while the latter is used to show the group classification of the people under study. Hierarchical grouping is used since it determines the groups of people as a result of their common characteristics. At first, the results indicate that in all cases the percentage of students' satisfaction surpasses 65%. However, there is a minority group of people (3,67%) who are totally unsatisfied regarding their sense of belonging to the Institution and their class as well as with the teaching - learning process.

Original languageEnglish
Pages (from-to)3-16
Number of pages14
JournalInternational Journal for Quality Research
Volume12
Issue number1
DOIs
StatePublished - 1 Jan 2018

Bibliographical note

Publisher Copyright:
© 2017, Centar for Quality.

Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.

Keywords

  • Consumer behavior
  • Customer satisfaction
  • Educational marketing
  • Quality service
  • Services marketing

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