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Me parece que la calidad en el ámbito educativo es un aspecto multi-factorial. Por lo que existen diferentes perspectivas, sobre lo que caracteriza la calidad educativa, entre los expertos y las investigaciones realizadas al respecto. La calidad es un concepto empresarial incorporado en el ámbito educativo y se considera que ya sea en productos tangibles o en servicios, calidad es lo que los clientes o usuarios perciben (Grönroos, 1994: 35), y la calidad percibida depende generalmente de la imagen de la institución o empresa. De acuerdo a varias investigaciones la imagen se construye en relación a la experiencia de los usuarios (estudiantes o personal) en la universidad en relación al conjunto de servicios que la institución ofrece y a la percepción que ellos tengan de la calidad del servicio ofrecido por la institución,

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