Calidad administrativa y satisfacción docente en instituciones educativas públicas
Palabras clave:
Calidad, satisfacción, administrativo, docente, gestión educativa
Resumen
El objetivo del estudio fue analizar la influencia de la calidad administrativa en la satisfacción de los docentes de instituciones educativas del sur del Perú. La investigación fue básica, de nivel explicativo, diseño no experimental y corte transversal. La muestra estuvo conformada por 270 docentes de Educación Básica Regular, a quienes se aplicaron cuestionarios validados por juicio de expertos y con adecuada confiabilidad. El análisis se realizó mediante regresión logística ordinal. Los resultados evidenciaron una influencia estadísticamente significativa de la calidad del servicio administrativo sobre la satisfacción docente; asimismo, las dimensiones de fiabilidad, capacidad de respuesta y empatía mostraron influencia en los niveles de satisfacción. Se concluye que el fortalecimiento de la gestión administrativa, basado en la consistencia del servicio, la oportunidad en la atención y el trato empático, influye significativamente en la satisfacción docente en el ámbito educativo público.
Citas
Abdurrohman, A., Arafat, Y., & Mulyadi, M. (2020). Analysis of Teachers’ Job Satisfaction in Public Primary School. International Journal of Educational Review, 2(2), 121-129. https://doi.org/10.33369/ijer.v2i2.10920
Alván, M. N., & Coaquira, C. D. (2021). Calidad de servicio y satisfacción del usuario en el área administrativa del Gobierno Regional de Tacna [Tesis de licenciatura, Universidad José Carlos Mariátegui. Repositorio institucional]. https://hdl.handle.net/20.500.12819/1297
Calizaya-López, J., Velazco-Gonzales, A., Cuba-Pacheco, L., Cabana-Mamani, D., Trujillo-Medina, E., Hinojosa-Paz, L., Barriga-Rojas, S., Rodríguez-Moscoso, J., Franco-Franco, C., & Zapata-Delgado, F. (2024). Educational quality policies and student satisfaction in public and private universities in Peru. Journal of Infrastructure, Policy and Development, 8(12), 9558. https://doi.org/10.24294/jipd.v8i12.9558
Cepeda, J. P., & Cifuentes, W. E. (2019). Sistema de Gestión de Calidad en el Sector público. Una revisión literaria. Podium, 36, 35-54. https://revistas.uees.edu.ec/index.php/Podium/article/view/336
Condor, C. F. (2022). La calidad del servicio administrativo y la influencia en la satisfacción de atención a los docentes de la Unidad de Gestión Educativa Local Huánuco 2021 [Tesis de posgrado, Universidad Nacional Hermilio Valdizán. Repositorio institucional]. https://hdl.handle.net/20.500.13080/8170
Farias, P. E., Tapia, M. L., & Tifner, S. (2019). Satisfacción percibida y calidad de la atención médica en sistemas de salud. Revista Electrónica de Psicología Iztacala, 22(3), 2489-2516. https://www.revistas.unam.mx/index.php/repi/article/view/70927
Georgopoulos, V., Nikas, I., & Panagopoulos, A. (2025). Quality assessment of administrative units in tourism higher education using continuous scales. Tourism and Hospitality, 6(1), 15. https://doi.org/10.3390/tourhosp6010015
Hallak, J., & Poisson, M. (2007). Corrupt Schools, Corrupt Universities: What Can Be Done? International Institute for Education Planning (IIEP-UNESCO).
Hasibuan, P. (2019). Improving the quality of teachers’ teaching administration plans through academic supervising at SMA in Kabupaten Rokan Hulu, Riau Province. Journal of English Education, 5(1), 49-60. https://doi.org/10.30606/jee.v5i1.556
Izquierdo, J. R. (2021). La calidad de servicio en la administración pública. Horizonte Empresarial, 8(1), 425-437. https://doi.org/10.26495/rce.v8i1.1648
Kesharwani, A., Mani, V., Gaur, J., Wamba, S., & Kamble, S. (2021). Service quality measurement in information systems: An expectation and desire disconfirmation approach. Journal of Global Information Management, 29(6), 1-19. https://doi.org/10.4018/jgim.20211101.oa30
Kotler, P., Lane Keller, K., Mues, A., Martínez Gay, M., Ascanio Rivera, M., Hernández, M., & Bianchi, C. (2012). Dirección de Marketing (3.ª ed.). Pearson Educación.
Madero, C. (2019). Secondary teacher’s dissatisfaction with the teaching profession in Latin America: the case of Brazil, Chile, and Mexico. Teachers and Teaching, 25(3), 358–378. https://doi.org/10.1080/13540602.2019.1587402
Manarbek, G., & Kondybayeva, S. (2022). Application of SERVQUAL as a quality management technique in higher education: The case of Kazakh National University. In G. Mutanov & A. Serikbekuly (Eds.), Digital transformation in sustainable value chains and innovative infrastructures (Studies in Systems, Decision and Control, Vol. 443, pp. 31–51). Springer. https://doi.org/10.1007/978-3-031-07067-9_4
Matsumoto, R. (2014). Desarrollo del Modelo Servqual para la medición de la calidad del servicio en la empresa de publicidad Ayuda Experto. Revista Perspectivas, 34, 181-209. https://doi.org/10.35319/bgcg0j12
Monsefú, L. M. (2021). Gestión municipal y calidad del servicio público en la municipalidad distrital de San Pablo, 2021 [Tesis de posgrado, Universidad César Vallejo. Repositorio institucional]. https://repositorio.ucv.edu.pe/handle/20.500.12692/66970
Moore, M. H. (1995). Creating Public Value: Strategic Management in Government. Harvard University Press.
Mustafa, D., Ahsan, S., Aris, M., Niswaty, R., & Arhas, S. (2022). Service quality and performance of academic administration employees on student satisfaction. Sosiohumaniora, 24(3), 335-342. https://doi.org/10.24198/sosiohumaniora.v24i3.40870
Nevado, P. T. (2003). Calidad de los servicios. Estudios Socio-Jurídicos, 5(1), 19-32. https://www.redalyc.org/pdf/733/73350101.pdf
Noviyani, S., Wasliman, I., Hanafiah, H., & Gaffar, A. (2022). Implementation of management standards in improving the quality of academic services in elementary school. International Journal of Educational Research & Social Sciences, 3(5), 2052-2060. https://doi.org/10.51601/ijersc.v3i5.501
Ntalossis, D., & Zarotis, G. (2019). The Environment and Operation of Secondary School Units in the North Aegean Region. Journal of Education and Human Development, 8(4), 36-48. https://doi.org/10.15640/jehd.v8n4a6
Ñañez-Silva, M., Quispe-Calderón, J., & Santos-Jiménez, O. (2023). Teacher management and its impact on job satisfaction in higher education: A case study in Peru. International Journal of Advanced and Applied Sciences, 9(8), 133-142. https://doi.org/10.21833/ijaas.2023.08.017.
Oliver, R. (2014). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge. https://doi.org/10.4324/9781315700892
Ortan, F., Simut, C., & Simut, R. (2021). Autoeficacia, satisfacción laboral y bienestar docente en el sistema educativo K–12. International Journal of Environmental Research and Public Health, 18(23), 12763. https://doi.org/10.3390/ijerph182312763
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/00222429850490040
Pelletier, L. G., Séguin-Lévesque, C., & Legault, L. (2002). Pressure from above and pressure from below as determinants of teachers’ motivation and teaching behaviors. Journal of Educational Psychology, 94(1), 186-196. https://doi.org/10.1037/0022-0663.94.1.186
Penfield, R. D., & Giacobbi, Jr., P. R. (2004). Applying a Score Confidence Interval to Aiken’s Item Content-Relevance Index. Measurement in Physical Education and Exercise Science, 8(4), 213–225. https://doi.org/10.1207/s15327841mpee0804_3
Quinteros-Durand, R., Almanza-Cabe, R., Morales-García, W., Mamani-Benito, O., Sairitupa-Sanchez, L., Puño-Quispe, L., Saintila, J., Saavedra-Sandoval, R., Paredes, A., & Ramírez-Coronel, A. (2023). Influence of servant leadership on the life satisfaction of basic education teachers: the mediating role of satisfaction with job resources. Frontiers in Psychology, 14, 1167074. https://doi.org/10.3389/fpsyg.2023.1167074
Ramos, K. L., Podesta, L. E., & Ruiz, R. A. (2020). Calidad de servicio y satisfacción de pacientes sometidos a tratamientos estéticos faciales mínimamente invasivos de una clínica privada. Lima-Perú. Horizonte Médico (Lima), 20(3), e1248. https://doi.org/10.24265/horizmed.2020.v20n3.07
Reyes, L. M., & Veliz, M. N. (2021). Calidad del servicio y su relación con la satisfacción al cliente en la empresa pública de agua potable del cantón Jipijapa. Polo del Conocimiento: Revista Científico-Profesional, 6(4), 570-591. https://doi.org/10.23857/pc.v6i4.2586
Rhee, S. K., & Rha, J. Y. (2009). Public service quality and customer satisfaction: Exploring the attributes of service quality in the public sector. The Service Industries Journal, 29(11), 1491-1512. https://doi.org/10.1080/02642060902793441
Romero, R., Mendoza, I., Bejarano, M., Yactayo, D., Del Pilar Saravia Ramos, G., Labajos, F., Ccuro, F., & Chávez, O. (2024). Service quality, loyalty building and institutional image at a university in Lima, Peru using structural equations. Frontiers in Education, 9, 1365219. https://doi.org/10.3389/feduc.2024.1365219
Siyum, B. (2024). Service quality gap in Ethiopia: expected and perceived services in the public sector. Cogent Social Sciences, 10, 2359269. https://doi.org/10.1080/23311886.2024.2359269
Skapinaki, A., & Salamoura, M. (2020). Investigating primary school quality using teachers’ self-efficacy and satisfaction. University Library of Munich. https://doi.org/10.5281/zenodo.3603340
Subrahmanian, R. (2008). Gender equity in education: A review of trends and factors. CREATE, University of Sussex.
Sun, S. (2022). School-based Management and Its Effects on the Teacher Satisfaction in Henan Province, China. Journal of Educational Research Progress, 2(1), 29-48. https://doi.org/10.55375/joerp.2022.1.5
Syam, A., & Mashuri, M. (2021). Organizational culture perspective on the quality of educational administration services. Jurnal Pendidikan dan Pembelajaran, 1(2), 89-94. https://doi.org/10.62388/jpdp.v1i2.14
Taylor, I. M., Ntoumanis, N., & Standage, M. (2008). A self-determination theory approach to understanding the antecedents of teachers’ motivational strategies in physical education. Journal of Sport and Exercise Psychology, 30(1), 75-94. https://doi.org/10.1123/jsep.30.1.75
Tenesaca, B. L., & Rodríguez, R. T. (2022). Calidad de servicio y satisfacción del usuario en instituciones financieras. CIENCIAMATRIA, 8(2), 116-135. https://doi.org/10.35381/cm.v8i2.701
Toropova, A., Myrberg, E., & Johansson, S. (2020). Teacher job satisfaction: The importance of school working conditions and teacher characteristics. Educational Review, 73(1), 75-101. https://doi.org/10.1080/00131911.2019.1705247
Wardhani, N., & Gata, W. (2025). Improving the academic environment and teaching quality through data segmentation and decision trees. Dinasti International Journal of Education Management and Social Science, 6(6), 5227–5243. https://doi.org/10.38035/dijemss.v6i6.5288
Wu, C.-H., Pei-Ling, K., Yang, C.-H., Chang, Y.-C., & Chen, T.-L. (2023). Importance–Performance Analysis (IPA) in analyzing the satisfaction of administrative support in teaching practice research programs. Sustainability, 15(3), 1943. https://doi.org/10.3390/su15031943
Zeithaml, V., & Parasuraman, A. (2004). Relevant knowledge series: Service quality. Marketing Science Institute.
Zeithaml, V., Bitner, M., & Gremler, D. (2012). Services marketing: Integrating customer focus across the firm. McGraw Hill.
Zhao, Y. (2025). Analysis of Service Quality Gaps and Improvement Strategies in Undergraduate-Related Departments at Universities Based on the SERVQUAL Model. Journal of Modern Educational Theory and Practice, 1(3), 1-6. https://doi.org/10.70767/jmetp.v1i3.453
Alván, M. N., & Coaquira, C. D. (2021). Calidad de servicio y satisfacción del usuario en el área administrativa del Gobierno Regional de Tacna [Tesis de licenciatura, Universidad José Carlos Mariátegui. Repositorio institucional]. https://hdl.handle.net/20.500.12819/1297
Calizaya-López, J., Velazco-Gonzales, A., Cuba-Pacheco, L., Cabana-Mamani, D., Trujillo-Medina, E., Hinojosa-Paz, L., Barriga-Rojas, S., Rodríguez-Moscoso, J., Franco-Franco, C., & Zapata-Delgado, F. (2024). Educational quality policies and student satisfaction in public and private universities in Peru. Journal of Infrastructure, Policy and Development, 8(12), 9558. https://doi.org/10.24294/jipd.v8i12.9558
Cepeda, J. P., & Cifuentes, W. E. (2019). Sistema de Gestión de Calidad en el Sector público. Una revisión literaria. Podium, 36, 35-54. https://revistas.uees.edu.ec/index.php/Podium/article/view/336
Condor, C. F. (2022). La calidad del servicio administrativo y la influencia en la satisfacción de atención a los docentes de la Unidad de Gestión Educativa Local Huánuco 2021 [Tesis de posgrado, Universidad Nacional Hermilio Valdizán. Repositorio institucional]. https://hdl.handle.net/20.500.13080/8170
Farias, P. E., Tapia, M. L., & Tifner, S. (2019). Satisfacción percibida y calidad de la atención médica en sistemas de salud. Revista Electrónica de Psicología Iztacala, 22(3), 2489-2516. https://www.revistas.unam.mx/index.php/repi/article/view/70927
Georgopoulos, V., Nikas, I., & Panagopoulos, A. (2025). Quality assessment of administrative units in tourism higher education using continuous scales. Tourism and Hospitality, 6(1), 15. https://doi.org/10.3390/tourhosp6010015
Hallak, J., & Poisson, M. (2007). Corrupt Schools, Corrupt Universities: What Can Be Done? International Institute for Education Planning (IIEP-UNESCO).
Hasibuan, P. (2019). Improving the quality of teachers’ teaching administration plans through academic supervising at SMA in Kabupaten Rokan Hulu, Riau Province. Journal of English Education, 5(1), 49-60. https://doi.org/10.30606/jee.v5i1.556
Izquierdo, J. R. (2021). La calidad de servicio en la administración pública. Horizonte Empresarial, 8(1), 425-437. https://doi.org/10.26495/rce.v8i1.1648
Kesharwani, A., Mani, V., Gaur, J., Wamba, S., & Kamble, S. (2021). Service quality measurement in information systems: An expectation and desire disconfirmation approach. Journal of Global Information Management, 29(6), 1-19. https://doi.org/10.4018/jgim.20211101.oa30
Kotler, P., Lane Keller, K., Mues, A., Martínez Gay, M., Ascanio Rivera, M., Hernández, M., & Bianchi, C. (2012). Dirección de Marketing (3.ª ed.). Pearson Educación.
Madero, C. (2019). Secondary teacher’s dissatisfaction with the teaching profession in Latin America: the case of Brazil, Chile, and Mexico. Teachers and Teaching, 25(3), 358–378. https://doi.org/10.1080/13540602.2019.1587402
Manarbek, G., & Kondybayeva, S. (2022). Application of SERVQUAL as a quality management technique in higher education: The case of Kazakh National University. In G. Mutanov & A. Serikbekuly (Eds.), Digital transformation in sustainable value chains and innovative infrastructures (Studies in Systems, Decision and Control, Vol. 443, pp. 31–51). Springer. https://doi.org/10.1007/978-3-031-07067-9_4
Matsumoto, R. (2014). Desarrollo del Modelo Servqual para la medición de la calidad del servicio en la empresa de publicidad Ayuda Experto. Revista Perspectivas, 34, 181-209. https://doi.org/10.35319/bgcg0j12
Monsefú, L. M. (2021). Gestión municipal y calidad del servicio público en la municipalidad distrital de San Pablo, 2021 [Tesis de posgrado, Universidad César Vallejo. Repositorio institucional]. https://repositorio.ucv.edu.pe/handle/20.500.12692/66970
Moore, M. H. (1995). Creating Public Value: Strategic Management in Government. Harvard University Press.
Mustafa, D., Ahsan, S., Aris, M., Niswaty, R., & Arhas, S. (2022). Service quality and performance of academic administration employees on student satisfaction. Sosiohumaniora, 24(3), 335-342. https://doi.org/10.24198/sosiohumaniora.v24i3.40870
Nevado, P. T. (2003). Calidad de los servicios. Estudios Socio-Jurídicos, 5(1), 19-32. https://www.redalyc.org/pdf/733/73350101.pdf
Noviyani, S., Wasliman, I., Hanafiah, H., & Gaffar, A. (2022). Implementation of management standards in improving the quality of academic services in elementary school. International Journal of Educational Research & Social Sciences, 3(5), 2052-2060. https://doi.org/10.51601/ijersc.v3i5.501
Ntalossis, D., & Zarotis, G. (2019). The Environment and Operation of Secondary School Units in the North Aegean Region. Journal of Education and Human Development, 8(4), 36-48. https://doi.org/10.15640/jehd.v8n4a6
Ñañez-Silva, M., Quispe-Calderón, J., & Santos-Jiménez, O. (2023). Teacher management and its impact on job satisfaction in higher education: A case study in Peru. International Journal of Advanced and Applied Sciences, 9(8), 133-142. https://doi.org/10.21833/ijaas.2023.08.017.
Oliver, R. (2014). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge. https://doi.org/10.4324/9781315700892
Ortan, F., Simut, C., & Simut, R. (2021). Autoeficacia, satisfacción laboral y bienestar docente en el sistema educativo K–12. International Journal of Environmental Research and Public Health, 18(23), 12763. https://doi.org/10.3390/ijerph182312763
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/00222429850490040
Pelletier, L. G., Séguin-Lévesque, C., & Legault, L. (2002). Pressure from above and pressure from below as determinants of teachers’ motivation and teaching behaviors. Journal of Educational Psychology, 94(1), 186-196. https://doi.org/10.1037/0022-0663.94.1.186
Penfield, R. D., & Giacobbi, Jr., P. R. (2004). Applying a Score Confidence Interval to Aiken’s Item Content-Relevance Index. Measurement in Physical Education and Exercise Science, 8(4), 213–225. https://doi.org/10.1207/s15327841mpee0804_3
Quinteros-Durand, R., Almanza-Cabe, R., Morales-García, W., Mamani-Benito, O., Sairitupa-Sanchez, L., Puño-Quispe, L., Saintila, J., Saavedra-Sandoval, R., Paredes, A., & Ramírez-Coronel, A. (2023). Influence of servant leadership on the life satisfaction of basic education teachers: the mediating role of satisfaction with job resources. Frontiers in Psychology, 14, 1167074. https://doi.org/10.3389/fpsyg.2023.1167074
Ramos, K. L., Podesta, L. E., & Ruiz, R. A. (2020). Calidad de servicio y satisfacción de pacientes sometidos a tratamientos estéticos faciales mínimamente invasivos de una clínica privada. Lima-Perú. Horizonte Médico (Lima), 20(3), e1248. https://doi.org/10.24265/horizmed.2020.v20n3.07
Reyes, L. M., & Veliz, M. N. (2021). Calidad del servicio y su relación con la satisfacción al cliente en la empresa pública de agua potable del cantón Jipijapa. Polo del Conocimiento: Revista Científico-Profesional, 6(4), 570-591. https://doi.org/10.23857/pc.v6i4.2586
Rhee, S. K., & Rha, J. Y. (2009). Public service quality and customer satisfaction: Exploring the attributes of service quality in the public sector. The Service Industries Journal, 29(11), 1491-1512. https://doi.org/10.1080/02642060902793441
Romero, R., Mendoza, I., Bejarano, M., Yactayo, D., Del Pilar Saravia Ramos, G., Labajos, F., Ccuro, F., & Chávez, O. (2024). Service quality, loyalty building and institutional image at a university in Lima, Peru using structural equations. Frontiers in Education, 9, 1365219. https://doi.org/10.3389/feduc.2024.1365219
Siyum, B. (2024). Service quality gap in Ethiopia: expected and perceived services in the public sector. Cogent Social Sciences, 10, 2359269. https://doi.org/10.1080/23311886.2024.2359269
Skapinaki, A., & Salamoura, M. (2020). Investigating primary school quality using teachers’ self-efficacy and satisfaction. University Library of Munich. https://doi.org/10.5281/zenodo.3603340
Subrahmanian, R. (2008). Gender equity in education: A review of trends and factors. CREATE, University of Sussex.
Sun, S. (2022). School-based Management and Its Effects on the Teacher Satisfaction in Henan Province, China. Journal of Educational Research Progress, 2(1), 29-48. https://doi.org/10.55375/joerp.2022.1.5
Syam, A., & Mashuri, M. (2021). Organizational culture perspective on the quality of educational administration services. Jurnal Pendidikan dan Pembelajaran, 1(2), 89-94. https://doi.org/10.62388/jpdp.v1i2.14
Taylor, I. M., Ntoumanis, N., & Standage, M. (2008). A self-determination theory approach to understanding the antecedents of teachers’ motivational strategies in physical education. Journal of Sport and Exercise Psychology, 30(1), 75-94. https://doi.org/10.1123/jsep.30.1.75
Tenesaca, B. L., & Rodríguez, R. T. (2022). Calidad de servicio y satisfacción del usuario en instituciones financieras. CIENCIAMATRIA, 8(2), 116-135. https://doi.org/10.35381/cm.v8i2.701
Toropova, A., Myrberg, E., & Johansson, S. (2020). Teacher job satisfaction: The importance of school working conditions and teacher characteristics. Educational Review, 73(1), 75-101. https://doi.org/10.1080/00131911.2019.1705247
Wardhani, N., & Gata, W. (2025). Improving the academic environment and teaching quality through data segmentation and decision trees. Dinasti International Journal of Education Management and Social Science, 6(6), 5227–5243. https://doi.org/10.38035/dijemss.v6i6.5288
Wu, C.-H., Pei-Ling, K., Yang, C.-H., Chang, Y.-C., & Chen, T.-L. (2023). Importance–Performance Analysis (IPA) in analyzing the satisfaction of administrative support in teaching practice research programs. Sustainability, 15(3), 1943. https://doi.org/10.3390/su15031943
Zeithaml, V., & Parasuraman, A. (2004). Relevant knowledge series: Service quality. Marketing Science Institute.
Zeithaml, V., Bitner, M., & Gremler, D. (2012). Services marketing: Integrating customer focus across the firm. McGraw Hill.
Zhao, Y. (2025). Analysis of Service Quality Gaps and Improvement Strategies in Undergraduate-Related Departments at Universities Based on the SERVQUAL Model. Journal of Modern Educational Theory and Practice, 1(3), 1-6. https://doi.org/10.70767/jmetp.v1i3.453
Publicado
2026-06-03
Cómo citar
Laura-De La Cruz, B. D., Chura-Quispe, G., Rozas-Flores, M. R., & Estrada-Araoz, E. G. (2026). Calidad administrativa y satisfacción docente en instituciones educativas públicas. Revista Venezolana De Gerencia, 31(15), e31e1534. Recuperado a partir de http://mail.produccioncientificaluz.org/index.php/rvg/article/view/45669
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