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Gladys Fabiola Jarrin Jaramillo, Marina Genoveva Zamora Moreta, Leonardo Antonino Avila Proaño

El servicio educativo y el aseguramiento de la calidad desde la percepción de docentes y estudiantes en época de COVID-19 en una carrera de Administración acreditada y certificada.

Abstract The COVID-19 pandemic impact has shown the fragility of the education system at all levels, so the call of the United Nations through the Sustainable Development Goals-SDG, agenda 2030, Goal 4 takes on particular relevance. In Addition, Pope Francis, at the end of 2020, proposes a Global Pact on Education due to the increase in social debt and the unprecedented impact on the educational system. This disruption in the lives of all people due to compulsory isolation produced a change towards a new reality that transformed the offer of face-to-face education and had to adjust to a new form of education. The resilience capacity made it possible to evaluate, analyze, and visualize the transformation of education, management of the educational service, and teaching-learning systems. Therefore, this study aims to identify the perception of professors and students regarding the educational service and quality assurance during COVID-19, of an accredited and certified Administration career, belonging to a prestigious university in Ecuador with the Ignatian educational model, through the year 2020. This study designed a measurement instrument with a Likert scale and questions that collect criteria and sub-criteria for quality assurance in higher education. The research was applied in an academic unit that uses a Quality Management System SGC ISO 9001: 2015, national and international accreditation models, and questions of the educational environment at COVID-19. The criteria analyzed are relevance of the degree, curricular plan, academy, institutional environment, and students. The sample consisted of 201 students and 41 professors, in a single campus, with 5% error and 95% confidence. The results are part of the quantitative paradigm and descriptive analysis method that shows the results on average. The findings allow us to identify the perception of professors who respond as important and very important in higher education quality management: Relevance and Curricular Plan followed by the Institutional Environment, Students, and the Academy. Similarly, the students' information analysis allows identifying that the Curricular Plan and the Academy are relevant, followed by the criteria Relevance, Institutional Environment and Students. In the context of COVID-19, professors identify technology skills, respect in active interaction, and educational technology as important. Students prioritize teamwork, communication in virtual education sessions, and professor's scheduling. The findings identify the Curricular Plan criterion as a fundamental aspect of the educational service for quality assurance management in higher education of the Administration career. Keywords: Educational Service, Quality, COVID-19