Recommendation of an Integrated Index for the Quality of Educational Services Using Multivariate Statistics

  • Omar Bonerge Pineda Lezama
  • Rafael Luciano Gómez Dorta
  • Noel Varela Izquierdo
  • Jesús SilvaEmail author
  • Sadhana J. Kamatkar
Conference paper
Part of the Communications in Computer and Information Science book series (CCIS, volume 1046)


In this work, the analysis of the surveys was carried out through a factorial analysis, which facilitates the evaluation of the validity of the selected construct for the case under study, as well as evaluating the quality of the service for each factor, with a view to determining the level of quality of the educational service, for which it integrates elements of descriptive and multivariate statistics with the management of the quality of the educational service. They are used as fundamental statistical techniques, descriptive analysis, factor analysis and analysis of variance. As a final result, it was concluded that the students of five UNITEC careers evaluated the educational service they receive as very satisfactory (4 points), highlighting the tangible elements as the most weighted factor. A significant aspect is that there are no significant differences in the perceptions of students from different careers and different sections.


Quality of educational services Multivariate statistics Evaluation of customer 


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Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  • Omar Bonerge Pineda Lezama
    • 1
  • Rafael Luciano Gómez Dorta
    • 2
  • Noel Varela Izquierdo
    • 3
  • Jesús Silva
    • 4
    Email author
  • Sadhana J. Kamatkar
    • 5
  1. 1.Faculty of EngineeringUniversidad Tecnológica Centroamericana (UNITEC)San Pedro SulaHonduras
  2. 2.Gerente de calidad, BECAMOVillanuevaHonduras
  3. 3.Faculty of EngineeringUniversidad de la Costa, (CUC)BarranquillaColombia
  4. 4.Universidad Peruana de Ciencias AplicadasLimaPeru
  5. 5.University of MumbaiMumbaiIndia

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