Abstract

DOMINGUEZ, Alexis Aldo García; RIVERA, Mario Dimas Gamarra  and  PORTALANZA, Ángela Ivonne Cruzado. Quality of Service in Higher Education. Horizontes Rev. Inv. Cs. Edu. [online]. 2022, vol.6, n.23, pp.744-758.  Epub June 30, 2022. ISSN 2616-7964.  https://doi.org/10.33996/revistahorizontes.v6i23.374.

Quality is a desire of every institution or person, in times where demands are part of the continuum. Globalization brings us closer and allows access to a variety of information. In view of this, today we have the conditions to contrast the service received and if it satisfies expectations. Many organizations are committed to achieving the highest quality standards, i.e. total quality. Therefore, the objective of the study was to present scientific evidence on service quality in higher education. The methodology is a review of scientific articles published in journals indexed in Scopus and Scielo in the last three years. Applying the inclusion and exclusion criteria, 21 articles were left for the review. The results indicate that organizations should consider the variables: expectation, perception and customer satisfaction in the services provided. In conclusion, organizations should manage the variables of service quality.

Keywords : Quality; Expectation; Perception; Satisfaction; Educational services.

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