Evaluation of the student services quality in the Law Career from a Public Institution of Higher Education in Guayaquil

Abstract

The present study is carried out because of the need to evaluate the student services quality in the Law Career from a Public Institution of Higher Education in Guayaquil, due to the increase in university dropouts in recent years in Ecuador; which may be linked to the low quality of student services. Therefore, the SERVPERF tool has been used to assess the level of satisfaction and experience by estimating tangibility, reliability, responsiveness, security and empathy. Concluding that the model is applicable to evaluate the student services quality in Higher Education Institutions, in which through a convergent analysis it was possible to visualize that the dimensions that had the most effect on satisfaction were Tangibility and Empathy.