Publication: Medida de la satisfacción de los miembros de la comunidad educativa
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2016-11-29
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Abstract
La tesis presenta una investigación educativa centrada en la elaboración y validación de un sistema de evaluación de la satisfacción y de la calidad percibida por parte de los usuarios externos del servicio educativo, alumnos y padres, en el nivel de educación secundaria, útil como instrumento de mejora. En una primera parte, de delimitación conceptual del trabajo, se ha realizado una revisión de los principales modelos teóricos y propuestas metodológicas y técnicas de evaluación que han caracterizado la aproximación al estudio de la calidad de la educación en los últimos años. A comienzos del siglo XXI, la influencia de los modelos de Calidad Total en el ámbito educativo no universitario tuvo un apoyo institucional que fue clave, en tanto que se abogaba por una visión global de la educación como servicio, que abarcaba no solamente los aspectos didácticos, sino también los procesos de gestión -económica, de personal o de las instalaciones- y los resultados. En la última década, posiblemente debido al desarrollo y el gran peso mediático de las evaluaciones externas, de las que las pruebas PISA de la OCDE son el máximo representante, el interés de las políticas educativas se ha derivado hacia los resultados académicos, especialmente en las áreas que son evaluadas por este programa, lo que puede ir en detrimento de los procesos y de otros productos de la educación. En este trabajo se argumenta en defensa del valor que los enfoques de gestión de calidad y de calidad de servicio añaden al trabajo de los profesionales de la educación y se defiende que los modelos EFQM y Servqual, en los que se inspira el sistema de autoevaluación institucional diseñado, complementan de manera necesaria la información que se necesita en los centros para la mejora de los procesos y de los resultados. Puesto que la educación tiene importantes aspectos diferenciales respecto a otros servicios y ámbitos de actividad, en esta investigación se aporta un enfoque teórico, metodológico y técnico adaptado específicamente para la evaluación del servicio educativo en el nivel de educación secundaria...
This dissertation presents an educational research focused on the development and validation of a system assessing the satisfaction and service quality by external users in the education service, students and parents in middle and high school, which would be useful as an improvement tool. The first part of the research, where scope and goals are defined, focuses on a review of the main theoretical models, methodological proposals, and evaluation techniques that have determined the approach to examine the quality of education in recent years. At the beginning of the 21st century, the influence of models such as Total Quality management in non-university educational environments received key support from institutions, since a global vision of education as a service was broadly shared, encompassing not only the didactic features but also the (economic, staff or facilities) management process and its results. During the last decade, and possibly due to the development and the major media coverage of external evaluations, from which the PISA study (OCDE) is the best example, the interest of educational policies has evolved to-wards the academic results, especially in the areas assessed by this program, which could be to the detriment of the processes and other results of education. This work argues for the value the approaches of quality and service management add to the work of all professionals in the education service and it defends that EFQM and Servqual models, which prompt the designed system of institutional self-assessment, complement, necessarily, the information needed in schools for the improvement of all processes and results. Given that education has a lot of important differential aspects with respect to other services and fields of activity, this research provides a theoretical, methodological, and technical approach adapted specifically to the evaluation of the Secondary Educational service...
This dissertation presents an educational research focused on the development and validation of a system assessing the satisfaction and service quality by external users in the education service, students and parents in middle and high school, which would be useful as an improvement tool. The first part of the research, where scope and goals are defined, focuses on a review of the main theoretical models, methodological proposals, and evaluation techniques that have determined the approach to examine the quality of education in recent years. At the beginning of the 21st century, the influence of models such as Total Quality management in non-university educational environments received key support from institutions, since a global vision of education as a service was broadly shared, encompassing not only the didactic features but also the (economic, staff or facilities) management process and its results. During the last decade, and possibly due to the development and the major media coverage of external evaluations, from which the PISA study (OCDE) is the best example, the interest of educational policies has evolved to-wards the academic results, especially in the areas assessed by this program, which could be to the detriment of the processes and other results of education. This work argues for the value the approaches of quality and service management add to the work of all professionals in the education service and it defends that EFQM and Servqual models, which prompt the designed system of institutional self-assessment, complement, necessarily, the information needed in schools for the improvement of all processes and results. Given that education has a lot of important differential aspects with respect to other services and fields of activity, this research provides a theoretical, methodological, and technical approach adapted specifically to the evaluation of the Secondary Educational service...
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Tesis inédita de la Universidad Complutense de Madrid, Facultad de Educación, Departamento de Métodos de Investigación y Diagnóstico en Educación, leída el 10/12/2015