Analysis of student satisfaction with the quality of the online payment process at the Bolivarian University of Ecuador.

The quality of the digital services provided by universities is a factor that directly affects the level of customer satisfaction, especially students who are their reason for existing. That is why the purpose of this study was to evaluate student satisfaction with the payment platform of the Integrated Management System (SGA) of the Bolivarian University of Ecuador. A quantitative approach was used, with a descriptive scope and non-experimental design; through a questionnaire, prepared from the SERVPERF and E-S-QUAL models, which was applied to a sample of 374 students. The results show a high level of satisfaction, although opportunities for improvement were detected in terms of the stability of the payment system, the level of assistance from administrative staff when inconsistencies arise, the concern that online payment information is shared elsewhere sites and personalized attention. in online procedures. This study contributes to understanding user experience and improving digital services in higher education.

• Үндсэн зохиолч: Claudett Villalba, Daniela Estefany (author)
• Бусад зохиолчид: Claudett Villalba, Anthony Josue (author), Peñate Santana, Yaimara (author), Reigosa Lara, Alejandro (author)
• Формат: article
• Хэл сонгох: spa
• Хэвлэсэн: 2024
• Нөхцлүүд: satisfacción del cliente; calidad del servicio; Servperf; plataformas de pago online; universidades; Calidad de educación; customer satisfaction; service quality; online payment platforms; universities; Education quality
• Онлайн хандалт: https://identidadbolivariana.itb.edu.ec/index.php/identidadbolivariana/article/view/275