Comprendiendo a los mejores estudiantes. Una mirada más allá de la docencia

Gustavo Rubinsztejn Goldfarb, Mercedes Grijalvo Martín, Pilar Rivera-Torres, Luis Araújo Cazeres

Resumen

Se ha demostrado que la intención de los estudiantes de recomendar su universidad está influida positivamente por su percepción de la calidad global que experimentan en el servicio universitario. Sin embargo, no está claro cuáles son las dimensiones de la calidad que más impactan en esa percepción ni cómo estas evolucionan en el tiempo para el mismo estudiante. Esta investigación pretende llenar ese vacío, utilizando medidas de calidad docente y del servicio integradas con medidas de la experiencia de los estudiantes y de su percepción de la calidad global de la carrera. El estudio utiliza modelos de ecuaciones estructurales con datos secundarios de los registros de la encuesta de calidad continua de la Universidad ORT Uruguay que siguen a 232 mejores estudiantes durante toda su experiencia con la universidad, con un total de 1681 registros. Los resultados muestran que la importancia relativa de la calidad docente y la calidad del servicio en la percepción de la calidad global evolucionan con el tiempo para los mejores estudiantes. La calidad docente es más importante en las etapas iniciales mientras que en las etapas avanzadas la calidad del servicio se vuelve más importante. Asimismo la evidencia sugiere que la etapa de la experiencia del estudiante no modera el efecto positivo de la percepción de la calidad global en la intención de recomendar. Estos resultados son de gran importancia para los responsables de las políticas universitarias. La intención de recomendar puede mejorar si la calidad docente y de los servicios está diseñada específicamente para cada etapa de la experiencia del estudiante. Esto es particularmente importante en las etapas finales, cuando los estudiantes están a punto de terminar sus estudios. Las instituciones de educación superior pueden mejorar su proceso de planificación estratégica al incluir la segmentación de los estudiantes según su experiencia.

Palabras clave

educación superior, calidad docente, calidad del servicio, intención de recomendar, buenos estudiantes, experiencia

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DOI: https://doi.org/10.18861/cied.2019.10.2.2906

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