UnivQual: a holistic scale to assess student perceptions of service quality at universities
Autor/a
Marimon, Frederic
Mas-Machuca, Marta
Berbegal-Mirabent, Jasmina
Llach Pagès, Josep
Data de publicació
2017-03-20ISSN
1478-3363
Resum
The aim of this study is twofold. First, we validate a scale to assess the quality of the university experienced by students (UnivQual). Three main dimensions are envisioned: (i) “curriculum”, which refers to the quality of the learning methods and the coordination efforts throughout the whole study period; (ii) “skills development”, referring to the skills that students might acquire and (iii) “services and facilities” of the university. Second, we analyze the role of the aforementioned dimensions and their impact on student satisfaction. Results reveal that the “curriculum” dimension is the main antecedent of student satisfaction, whereas “services and facilities” do not play a significant role, although they are necessary to provide good service. The empirical application considers a survey of 2,557 undergraduate students that finished their degrees in 2013 at universities located in the region of Catalonia (Spain). The paper ends with recommendations for university managers and public administration authorities.
Tipus de document
Article
Versió del document
Versió acceptada
Llengua
Anglès
Matèries (CDU)
33 - Economia
378 - Ensenyament superior. Universitats
Paraules clau
Universidades
Universitats
Universities and colleges
Estudiants universitaris
College students
Estudiantes universitarios
Universitats--Administració
Universities and colleges--Administration
Universidades--Administración
Pàgines
25
Publicat per
Taylor & Francis
Col·lecció
30;1-2
Publicat a
Total Quality Management and Business Excellence
Citació
Marimon Viadiu, Frederic; Mas-Machuca, Marta; Berbegal-Mirabent, Jasmina; Llach, Josep. «UnivQual: a holistic scale to assess student perceptions of service quality at universities». Total Quality Management and Business Excellence, 2018, vol. 30, núm. 1-2, p. 184-200. Disponible en: <https://www.tandfonline.com/doi/full/10.1080/14783363.2017.1302795>. Fecha de acceso: 09 jul. 2019. https://doi.org/10.1080/14783363.2017.1302795
Nota
This is an Accepted Manuscript of an article published by Taylor & Francis in Total Quality Management and Business Excellence on 20/03/2017, available online: http://www.tandfonline.com/doi/full/10.1080/14783363.2017.1302795
Aquest element apareix en la col·lecció o col·leccions següent(s)
Drets
http://creativecommons.org/licenses/by-nc-nd/4.0/
Els següents fitxers sobre la llicència estan associats a aquest element:
Excepte que s'indiqui una altra cosa, la llicència de l'ítem es descriu com http://creativecommons.org/licenses/by-nc-nd/4.0/