Examinando por Materia "Expectativa en el servicio"

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    Satisfacción de familias respecto a la oferta de servicio de jardines infantiles privados en el sector el Poblado, de Medellín
    (Universidad EAFIT, 2021) Mojocoa Valencia, Carolina; Agudelo Calle, Jhonny Alejandro
    The search for kindergartens by parents is a complex process. Selecting the first educational institution for children requires time, information and a series of reflections among parents. This study seeks to know the satisfaction of families with respect to the service provided by kindergartens in the El Poblado sector of Medellín. Expectations, service experiences and services best valued by parents are part of this universe of satisfaction. The present investigation is qualitative and exploratory. The central instrument for data generation was the interview, accompanied by the application of the Servqual model. 20 families participated in the study, achieving the theoretical saturation point. Among the most representative findings are, as a central variable, care, which frames the dimensions of expectation and service experience. In addition, the direct correlation of each of the categories found in each of the stages that families experience and that determine the satisfaction or dissatisfaction of the service.