Record Details

Evaluating Higher Education Institutions through Agency and Resources-Capabilities Theories. A Model for Measuring the Perceived Quality of Service

Independent Journal of Management & Production

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Field Value
 
Title Evaluating Higher Education Institutions through Agency and Resources-Capabilities Theories. A Model for Measuring the Perceived Quality of Service
 
Creator Vargas-Hernández, José G.
Ibarra, Mtra. Salustia Teresa Cano
 
Subject —
Evaluation of Institutions of Higher education; Quality of service; Technological Institute of Celaya; university governance
 
Description The objective of this paper is to explain through the agency theory and theory of resources and capacities as is the process of assessment in higher education institutions. The actors that are involved in the decision-making and the use that is giving the resources derived from repeatedly to practices that opportunistic diminishing the value that is given to the evaluation, in addition to the decrease in team work. A model is presented to measure the perception of service quality by students of the Technological Institute of Celaya, as part of the system of quality control, based on the theoretical support of several authors who have developed this topic (SERVQUAL and SERPERF ) an instrument adapted to the student area of the institution called SERQUALITC is generated. The paper presents the areas or departments to assess and the convenient size, the number of items used by size and Likert scale, the validation study instrument is mentioned. Finally, it is presented the model that poses a global vision of quality measurement process including corrective action services that enable continuous improvement.
 
Publisher Instituto Federal de Educação, Ciência e Tecnologia de São Paulo
 
Contributor —
 
Date 2016-12-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
text/html
 
Identifier http://www.ijmp.jor.br/index.php/ijmp/article/view/465
10.14807/ijmp.v7i4.465
 
Source Independent Journal of Management & Production; Vol 7, No 4 (2016): Independent Journal of Management & Production; 1126-1153
2236-269X
 
Language eng
 
Relation http://www.ijmp.jor.br/index.php/ijmp/article/view/465/590
http://www.ijmp.jor.br/index.php/ijmp/article/view/465/605
 
Rights Copyright (c) 2016 Mtra. Salustia Teresa Cano Ibarra, José G. Vargas-Hernández
http://creativecommons.org/licenses/by/4.0