Calidad del servicio y satisfacción de los participantes del Programa de Complementación Académica y Segunda Especialidad de la Universidad Nacional de Educación, 2019
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Date
2024-04-15
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Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
El objetivo de este trabajo de investigación es determinar la correlación existente entre la calidad del servicio y la satisfacción de los participantes de los programas de Complementación Académica y Segunda Especialidad en la Universidad Nacional de Educación año 2019. Para ello, se realizó un estudio cuantitativo, transeccional-correlacional, no experimental, hipotético-deductivo, en la cual participaron un total de 142 estudiantes de dicho programa, quienes conformaron la muestra del estudio, determinada de forma probabilística, a quienes se les aplicó dos cuestionarios, ambos con excelente confiabilidad. Tras el análisis estadístico de los datos recolectados, se determinó el coeficiente de correlación de Pearson (rho = 0.533) y p-valor 0.041<0.05. Por lo tanto, los resultados sugieren que ambas variables se relacionan. Se concluyó que es necesario mejorar la calidad del servicio en general, y prestar especial atención a la dimensión de elementos tangibles, debido a que constituye un componente potencial para la mejora de la satisfacción de los participantes.
The objective of this research work is to determine the correlation between the quality of the service and the satisfaction of the participants of the Academic Complementation and Second Specialty programs at the National University of Education in 2019. To do this, a quantitative study was carried out, transectional-correlational, non-experimental, hypothetical-deductive, in which a total of 142 students from said program participated, who made up the study sample, determined probabilistically, to whom two questionnaires were applied, both with excellent reliability. After the statistical analysis of the data collected, the Pearson correlation coefficient (rho = 0.533) and p-value 0.041 <0.05 were determined. Therefore, the results suggest that both variables are related. It was concluded that it is necessary to improve the quality of the service in general, and pay special attention to the dimension of tangible elements, because it constitutes a potential component for improving participant satisfaction.
The objective of this research work is to determine the correlation between the quality of the service and the satisfaction of the participants of the Academic Complementation and Second Specialty programs at the National University of Education in 2019. To do this, a quantitative study was carried out, transectional-correlational, non-experimental, hypothetical-deductive, in which a total of 142 students from said program participated, who made up the study sample, determined probabilistically, to whom two questionnaires were applied, both with excellent reliability. After the statistical analysis of the data collected, the Pearson correlation coefficient (rho = 0.533) and p-value 0.041 <0.05 were determined. Therefore, the results suggest that both variables are related. It was concluded that it is necessary to improve the quality of the service in general, and pay special attention to the dimension of tangible elements, because it constitutes a potential component for improving participant satisfaction.
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Rendimiento académico
Citation
Huaman Vilca, V. S. (2023). Calidad del servicio y satisfacción de los participantes del Programa de Complementación Académica y Segunda Especialidad de la Universidad Nacional de Educación, 2019 (Tesis de maestría). Universidad Nacional de Educación Enrique Guzmán y Valle, Lima, Perú.