Diseño y validación de escalas de percepción de la calidad del servicio educativo y de satisfacción estudiantil en educación superior

• Autor: Aguirre Garayar, Mónica
• Formato: artículo
• Fecha de Publicación: 2022
• Institución: Universidad Marcelino Champagnat
• Repositorio: Revista educa UMCH
• Lenguaje: español
• OAI Identifier: oai:revistas.umch.edu.pe:article/241
• Enlace del recurso: https://revistas.umch.edu.pe/index.php/EducaUMCH/article/view/241
• Nivel de acceso: acceso abierto
• Materia: Percepción de la calidad del servicio educativo; satisfacción de la calidad del servicio educativo; validez y fiabilidad; estudiantes, educación superior; Perception of the quality of the educational service; satisfaction with the quality of the educational service; validity and reliability; students; higher education

The quality of the educational service constitutes the permanent concern of the university environment; In Peru, the national accreditation models, of the last fourteen years, have been outlining a paradigm on which programs or institutions are evaluated. Having validated scales to measure the perception of the Quality of the Educational Service and student satisfaction from the dimensions of the National Accreditation Model will allow an evaluation to be carried out on the path of continuous improvement to achieve recognition of the quality of the educational service. The purpose of the research was to design and validate two scales that are related (1) Educational Service Quality Perception Scale, (2) Student Satisfaction Scale; in both cases adapted for higher education. An instrumental design was adopted, in which the elaborated scales were applied to 1,814 students from a private university in Lima, of which 80% were women and 20% men: applying a non-probabilistic sampling, for convenience. The design of the Educational Service Quality Perception Scale was based on the accreditation model proposed by the Council for Evaluation, Accreditation and Quality Certification of Higher University Education, from which its dimensions were taken. The evidence of content validity was analyzed by the judgment of nine experts, reporting an Aiken validity index of 1.00 for each scale; then, the internal structure and the factorial invariance of the measure were explored, verifying that the number of factors resulting from the solution of the exploratory factorial analysis was close to the number of proposed dimensions. Cronbach's Alpha and McDonald's Omega coefficients were reported, greater than 0.80 in all cases, which show a high level of reliability.