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

Estudios Gerenciales

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Field Value
 
Title Service quality perceptions in higher education institutions: the case of a colombian university
 
Creator Melchor, Madeline; Directora Editorial Revista Estudios Gerenciales,
Universidad Icesi
Bravo, Juan José; Profesor, Escuela de Ingeniería Industrial, Universidad del Valle, Cali, Colombia
 
Subject Higher education
Student satisfaction
Service quality
Quality factors
 
Description 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
 
Publisher Universidad Icesi
 
Date 2013-04-25
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
text/x-c
 
Identifier http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1525
 
Source Estudios Gerenciales; Vol. 28 No. 125 Oct-Dic 2012; 23-29
01235923
 
Language spa
 
Relation http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1525/pdf
http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1525/HTML
 
Coverage Colombia de Lat: 04 00 00 N degrees minutes Lat: 4.0000 decimal degrees Long: 072 00 00 W degrees minutes Long: -72.0000 decimal degrees