Gaps Between Expectations and Perceptions of Students About Teaching Support Services in A Technological Institute in Ecuador

Abstract

The result of the determination of dissatisfactions is presented, based on the gaps detected, in relation to the expectations that students have about the service offered by the different departments of the Instituto Superior Tecnológico Bolivariano (ITB) and what each one of them perceives in relation to these services to later delve into the root causes that provoke them. With this point of reference, it is intended in the future to focus the management towards the continuous improvement of the processes involved, guaranteeing the satisfaction and fulfilment of the institutional strategic objectives. The results of the measurement are presented using the SERVQUAL model that allows to measure the quality of the service and determine the existing gaps between expectations and perceptions in each of the dimensions under study, namely: tangibility, reliability, response capacity, security and empathy. The comparison resulted in a decrease in the quality of the service perceived against expectations in the time period evaluated. The result that is presented is partial, and constitutes the continuity of the application of the approach within the institutional scheme started in 2017.