PERCEPCIÓN DE LA CALIDAD DEL SERVICIO EN EL CENTRO DE EDUCACIÓN ABIERTA Y A DISTANCIA JOSÉ ACEVEDO Y GÓMEZ - CEAD JAG

This descriptive study is aimed at establishing the level of satisfaction of students of the first academic period in the year 2012 at the CEAD JAG. After considering a hypothesis on the glo-bal index of service, 622 students were surveyed with a model instrument named SERVQUAL, composed by 37 quantitative items, tailored to the particular conditions of the institution. The results allowed for establishing that the global index of service did not reach the initial predic-tion. This appreciation is mostly given due to services provided by the personalized services offered by the Centre for Education.