This research seeks to analyze the expectations and perceptions of learners on the quality of service offered by UNAD in Cartagena. It is assumed that quality refers to the properties and characteristics of possessions or services meet the needs of the consumer, is relative because each person has a different perception of it. If the possessions or service fulfills the expectations of consumers ensures loyalty to the organization and the remain on the market, therefore, it is important to know what consumers expect and what perception has once acquired the possessions or service received. To measure quality using the SERVQUAL methodology with tools that includes input and output items, tangible elements, Reliability, response capacity, Safety and empathy from which it posed questions with quantitative answers tabulated from 1 to 5. Applied instruments they give an overall rating of 4.6 on 5.0 for expectations and 3.8 on 5.0 for perceptions. The difference or gap (GAP) should be analyzed because they must tend to zero (0) which is equivalent to affirm that the consumer receives a service on the terms in which it expected to receive.
keywords:
Quality, education, expectation, perception, satisfaction, service.
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