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O estudo teve como objetivo examinar o impacto da qualidade percebida pelo aluno e do preço percebido na satisfação do aluno, aplicando o modelo ServQual para reconhecer a percepção do aluno. A metodologia aplicada teve uma abordagem quantitativa, portanto, é essencial coletar dados precisos e confiáveis que possam ser analisados estatisticamente. A amostra do estudo foi composta por 200 alunos dos quatro institutos tecnológicos da província de Chimborazo, de acordo com o estudo transversal. Para coletar as informações, foi aplicado um questionário no Microsoft Forms aos alunos dos quatro institutos pertencentes à província de Chimborazo com base no modelo SERVQUAL, com a intervenção das seguintes dimensões: tangibilidade, confiabilidade, responsabilidade, segurança, empatia e qualidade do serviço. Para obter os resultados, foi utilizado o método estatístico de análise fatorial por meio do software SPSS, a partir do qual foram obtidos os testes KMO e Bartlett para determinar a viabilidade do modelo. Por fim, concluiu-se que, uma vez examinado o impacto da qualidade percebida pelo aluno e do valor percebido sobre a satisfação do aluno, obteve-se uma relação de 72% de acordo com a análise fatorial realizada, sugerindo que esses dois fatores são altamente influentes na experiência dos alunos.
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Copyright (c) 2023 Silvia Valeria Castelo Quinde, Laura Mercedes Quishpi Espinel, María Ángela Gómez Jaramillo, Evelin Adriana Campos Cabezas