Service quality perceptions in higher education institutions: the case of a colombian university

Autores/as

  • Madeline Melchor Directora Editorial Revista Estudios Gerenciales, Universidad Icesi
  • Juan José Bravo Profesor, Escuela de Ingeniería Industrial, Universidad del Valle, Cali, Colombia

DOI:

https://doi.org/10.1016/S0123-5923(12)70004-9

Palabras clave:

Higher education, Student satisfaction, Service quality, Quality factors

Resumen

Recognizing that higher education institutions (HEI) are currently competing aggressively through competitive advantages and high service quality, the assessment of the service quality is essential to provide information on the effectiveness of educational plans and improvement programs. This article presents a study which tests the 5Q’s model proposed by Zineldin (2007), and examines the service quality factors

that most impact on student satisfaction. Factor analysis and regression analysis showed significant variables in explaining student satisfaction as: trust developed toward the university and the academic program, and the perception they have of assessment techniques as a challenge to improve intellectual growth

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Biografía del autor/a

  • Madeline Melchor, Directora Editorial Revista Estudios Gerenciales, Universidad Icesi
  • Juan José Bravo, Profesor, Escuela de Ingeniería Industrial, Universidad del Valle, Cali, Colombia

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Publicado

2012-11-21

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Cómo citar

Service quality perceptions in higher education institutions: the case of a colombian university. (2012). Estudios Gerenciales, 28(125), 23-29. https://doi.org/10.1016/S0123-5923(12)70004-9