UnivQual: a holistic scale to assess student perceptions of service quality at universities
Author
Marimon, Frederic
Mas-Machuca, Marta
Berbegal-Mirabent, Jasmina
Llach Pagès, Josep
Publication date
2017-03-20ISSN
1478-3363
Abstract
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.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
33 - Economics. Economic science
378 - Higher education. Universities. Academic study
Keywords
Universidades
Universitats
Universities and colleges
Estudiants universitaris
College students
Estudiantes universitarios
Universitats--Administració
Universities and colleges--Administration
Universidades--Administración
Pages
25
Publisher
Taylor & Francis
Collection
30;1-2
Is part of
Total Quality Management and Business Excellence
Citation
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
Note
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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