<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2616-7964</journal-id>
<journal-title><![CDATA[Horizontes Revista de Investigación en Ciencias de la Educación]]></journal-title>
<abbrev-journal-title><![CDATA[Horizontes Rev. Inv. Cs. Edu.]]></abbrev-journal-title>
<issn>2616-7964</issn>
<publisher>
<publisher-name><![CDATA[CET-BOLIVIA]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2616-79642022000200744</article-id>
<article-id pub-id-type="doi">10.33996/revistahorizontes.v6i23.374</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad de servicio en educación superior]]></article-title>
<article-title xml:lang="en"><![CDATA[Quality of Service in Higher Education]]></article-title>
<article-title xml:lang="pt"><![CDATA[Qualidade de serviço no ensino superior]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Dominguez]]></surname>
<given-names><![CDATA[Alexis Aldo García]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rivera]]></surname>
<given-names><![CDATA[Mario Dimas Gamarra]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Portalanza]]></surname>
<given-names><![CDATA[Ángela Ivonne Cruzado]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad César Vallejo  ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2022</year>
</pub-date>
<volume>6</volume>
<numero>23</numero>
<fpage>744</fpage>
<lpage>758</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_arttext&amp;pid=S2616-79642022000200744&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_abstract&amp;pid=S2616-79642022000200744&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_pdf&amp;pid=S2616-79642022000200744&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN La calidad es un anhelo de toda institución o persona, en tiempos donde las exigencias son parte del continuo. La globalización acerca y permite el acceso a información variada. Ante ello, hoy se tiene las condiciones para contrastar el servicio recibido y si este satisface expectativas. Muchas organizaciones han asumido el compromiso de alcanzar los más altos estándares de calidad, es decir, la calidad total. Por ello, el objetivo del estudio fue presentar evidencia científica sobre calidad de servicio en educación superior. La metodología, es una revisión de artículos científicos publicados en revistas indexadas en Scopus y Scielo en los últimos tres años. Aplicando, los criterios de inclusión y exclusión quedaron 21 artículos para la revisión. Los resultados, indican que las organizaciones deben considerar las variables: expectativa, percepción y satisfacción del cliente en los servicios brindados. En conclusión, las organizaciones deben manejar las variables de la calidad de servicio.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT Quality is a desire of every institution or person, in times where demands are part of the continuum. Globalization brings us closer and allows access to a variety of information. In view of this, today we have the conditions to contrast the service received and if it satisfies expectations. Many organizations are committed to achieving the highest quality standards, i.e. total quality. Therefore, the objective of the study was to present scientific evidence on service quality in higher education. The methodology is a review of scientific articles published in journals indexed in Scopus and Scielo in the last three years. Applying the inclusion and exclusion criteria, 21 articles were left for the review. The results indicate that organizations should consider the variables: expectation, perception and customer satisfaction in the services provided. In conclusion, organizations should manage the variables of service quality.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[RESUMO Qualidade é um desejo de cada instituição ou pessoa, em tempos em que as demandas fazem parte do continuum. A globalização nos aproxima e permite o acesso a uma variedade de informações. Em vista disso, hoje temos condições de comparar o serviço recebido e se ele atende às expectativas. Muitas organizações estão empenhadas em alcançar os mais altos padrões de qualidade, ou seja, a qualidade total. Portanto, o objetivo do estudo era apresentar evidências científicas sobre a qualidade do serviço no ensino superior. A metodologia é uma revisão dos artigos científicos publicados em revistas indexadas na Scopus e Scielo nos últimos três anos. Aplicando os critérios de inclusão e exclusão, 21 artigos foram deixados para a revisão. Os resultados indicam que as organizações devem considerar as variáveis: expectativa, percepção e satisfação do cliente nos serviços prestados. Em conclusão, as organizações devem gerenciar as variáveis da qualidade do serviço.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Calidad]]></kwd>
<kwd lng="es"><![CDATA[Expectativa]]></kwd>
<kwd lng="es"><![CDATA[Percepción]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción]]></kwd>
<kwd lng="es"><![CDATA[Servicios educativos]]></kwd>
<kwd lng="en"><![CDATA[Quality]]></kwd>
<kwd lng="en"><![CDATA[Expectation]]></kwd>
<kwd lng="en"><![CDATA[Perception]]></kwd>
<kwd lng="en"><![CDATA[Satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Educational services]]></kwd>
<kwd lng="pt"><![CDATA[Qualidade]]></kwd>
<kwd lng="pt"><![CDATA[Expectativa]]></kwd>
<kwd lng="pt"><![CDATA[Percepção]]></kwd>
<kwd lng="pt"><![CDATA[Satisfação]]></kwd>
<kwd lng="pt"><![CDATA[Serviços educacionais]]></kwd>
</kwd-group>
</article-meta>
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