Resumo

YARLEQUE TAFFUR, Wilson John; PENA OXOLON, César Jesús  e  BERNUY RAMIREZ, Ana Melva. Educational service quality during the COVID-19 pandemic. A systematic review. Horizontes Rev. Inv. Cs. Edu. [online]. 2022, vol.6, n.26, pp.2179-2188.  Epub 23-Nov-2022. ISSN 2616-7964.  https://doi.org/10.33996/revistahorizontes.v6i26.483.

The aim of this article is to analyze the quality of educational service during the COVID-19 pandemic in higher education. The methodology used in the elaboration of the article consisted of a systematic review of scientific papers, through the Scopus database by entering the descriptors of the variable Educational service quality and the search was performed by article title, obtaining one hundred and eighteen (118) document results. The articles reviewed show that the quality of educational service is related to student satisfaction, especially in safety and empathy. The quality of educational service at all levels is significantly related to student satisfaction, and in the context of globalization, educational institutions are affected by the processes of internationalization, which leads to structural changes at the managerial level and the need to develop new strategies for effective development.

Palavras-chave : Quality of educational service; Reliability; Security; Tangibility; Responsiveness..

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