El efecto del tiempo en la percepción de la calidad del servicio educativo

Gustavo Rubinsztejn; Miguel Palacios

doi:10.35362/rie540548

Authors

Gustavo Rubinsztejn Universidad ORT Uruguay.
Miguel Palacios Escuela Técnica Superior de Ingenieros Industriales (ETSII) de la Universidad Politécnica de Madrid (UPM), España.

DOI:

https://doi.org/10.35362/rie540548

Keywords:

service quality, longitudinal study, higher education

Abstract
References
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How to Cite

Abstract

Usually, organizations use static indicators to assess their customers’ perception of service quality. With the purpose of identifying which aspects can be modified in order to improve the perception of service quality, they determine which parts of the service have more impact on the before mentioned perception. This paper proves that the weight of the factors that determine the assessment changes with time, as the relationship with the service provider becomes stronger. In other words, service quality is a dynamic phenomenon. Contrary to current beliefs, it is not a static phenomenon, and that entails great issues concerning educative services.
Keywords: service quality; longitudinal study; higher education.

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References

Bibliografía

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How to Cite

Rubinsztejn, G., & Palacios, M. (2010). The impact of time on the perception of educative service quality. Iberoamerican Journal of Education, 54, 189–202. https://doi.org/10.35362/rie540548