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
Fecha de publicación
2017-03-20ISSN
1478-3363
Resumen
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.
Tipo de documento
Artículo
Versión del documento
Versión aceptada
Lengua
Inglés
Materias (CDU)
33 - Economía
378 - Enseñanza superior. Universidades
Palabras clave
Universidades
Universitats
Universities and colleges
Estudiants universitaris
College students
Estudiantes universitarios
Universitats--Administració
Universities and colleges--Administration
Universidades--Administración
Páginas
25
Publicado por
Taylor & Francis
Colección
30;1-2
Publicado en
Total Quality Management and Business Excellence
Citación
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
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