Service quality perceptions in higher education institutions: the case of a colombian university
Reconociendo que las Instituciones de Educación Superior (IES) compiten a través de ventajas competitivas y alta calidad de los servicios, la evaluación de la calidad del servicio es indispensable para proveer información sobre la eficacia de los planes educativos y los programas de mejoramiento. Es...
- Autores:
-
Melchor Cardona, Madeline
Bravo Bastidas, Juan José
- Tipo de recurso:
- Article of journal
- Fecha de publicación:
- 2012
- Institución:
- Universidad Autónoma de Occidente
- Repositorio:
- RED: Repositorio Educativo Digital UAO
- Idioma:
- eng
- OAI Identifier:
- oai:red.uao.edu.co:10614/14243
- Acceso en línea:
- https://hdl.handle.net/10614/14243
https://red.uao.edu.co/
- Palabra clave:
- Calidad de la educación
Educational quality
Educación superior
Satisfacción del estudiante
Calidad de servicio
Factores de calidad
Higher education
Student satisfaction
Service quality
Quality factors
- Rights
- openAccess
- License
- Derechos reservados - Universidad ICESI, 2012
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Service quality perceptions in higher education institutions: the case of a colombian university |
| dc.title.alternative.spa.fl_str_mv |
Percepciones sobre la calidad del servicio en instituciones de educación superior: el caso de una universidad colombiana |
| title |
Service quality perceptions in higher education institutions: the case of a colombian university |
| spellingShingle |
Service quality perceptions in higher education institutions: the case of a colombian university Calidad de la educación Educational quality Educación superior Satisfacción del estudiante Calidad de servicio Factores de calidad Higher education Student satisfaction Service quality Quality factors |
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Service quality perceptions in higher education institutions: the case of a colombian university |
| title_full |
Service quality perceptions in higher education institutions: the case of a colombian university |
| title_fullStr |
Service quality perceptions in higher education institutions: the case of a colombian university |
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Service quality perceptions in higher education institutions: the case of a colombian university |
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Service quality perceptions in higher education institutions: the case of a colombian university |
| dc.creator.fl_str_mv |
Melchor Cardona, Madeline Bravo Bastidas, Juan José |
| dc.contributor.author.none.fl_str_mv |
Melchor Cardona, Madeline Bravo Bastidas, Juan José |
| dc.subject.armarc.spa.fl_str_mv |
Calidad de la educación |
| topic |
Calidad de la educación Educational quality Educación superior Satisfacción del estudiante Calidad de servicio Factores de calidad Higher education Student satisfaction Service quality Quality factors |
| dc.subject.armarc.eng.fl_str_mv |
Educational quality |
| dc.subject.proposal.spa.fl_str_mv |
Educación superior Satisfacción del estudiante Calidad de servicio Factores de calidad |
| dc.subject.proposal.eng.fl_str_mv |
Higher education Student satisfaction Service quality Quality factors |
| description |
Reconociendo que las Instituciones de Educación Superior (IES) compiten a través de ventajas competitivas y alta calidad de los servicios, la evaluación de la calidad del servicio es indispensable para proveer información sobre la eficacia de los planes educativos y los programas de mejoramiento. Este artículo presenta un estudio soportado en el modelo 5Q’s propuesto por Zineldin (2007) para la medición de la calidad del servicio en las IES y explora los factores que más impactan en la satisfacción del estudiante. El análisis factorial y el análisis de regresión muestran cómo variables significativas en la explicación de la satisfacción del estudiante, a la confianza sentida hacia la universidad y el programa académico y a la percepción sobre las técnicas de evaluación como un reto para aumentar su conocimiento |
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2012 |
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2012 |
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2022-08-31T14:56:50Z |
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2022-08-31T14:56:50Z |
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Repositorio Educativo Digital |
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Melchor Cardona, M., Bravo, J. J. (2012). Service quality perceptions in higher education institutions: the case of a colombian university. Estudios Gerenciales. Universidad ICESI. (28), 23-29. https://www.sciencedirect.com/science/article/pii/S0123592312700049 |
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Estudios Gerenciales |
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Berger, J. and Milem, J. (1999). The Role of Student Involvement and Perceptions of Integration in a Causal Model of Student Persistence. Research in Higher Education, 40, 641-664. Brown, R. and Mazzarol, T. (2009). The Importance of Institutional Image to Student Satisfaction and Loyalty within Higher Education. Higher Education, 58, 81-95 Cook, M. (1997). A Student’s Perspective of Service Quality in Education. Total Quality Management, 8, 120-125 Cronin, J. and Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-68 Darlaston-Jones, D., Pike, L., Cohen, L., Young, A., Haunold, S. and Drew, N. (2003). Are They Being Served? Students’ Expectations of Higher Education. Issues in Educational Research, 13, 31-52 Harvey, L. (2001). Student Feedback: A Report to the Higher Education Funding Council for England. Research report, Centre for Research into Quality, The University of Central England, Birmingham, United Kingdom Hennig-Thurau, T., Langer, M. and Hansen, U. (2001). Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality. Journal of Service Research, 3, 331-344. Jurkowitsch, S., Vignali, C. and Kaufmann, H. (2006). A Student Satisfaction Model for Austrian Higher Education Providers Considering Aspects of Marketing Communications. Innovative Marketing, 3 (Special Edition), 9-23 Mishra, S. (2007). Quality Assurance in Higher Education: an Introduction (first edition). Bangalore: National Assessment and Accreditation Council (NAAC) Owlia, M. and Aspinwall, E. (1996). A Framework for the Dimensions of Quality in Higher Education. Quality Assurance in Education, 4, 12-20 Pichardo, M., García, A., De la Fuente, J. and Justicia, F. (2007). El Estudio de las Expectativas en la Universidad: Análisis de Trabajos Empíricos y Futuras Líneas de Investigación. Revista Electrónica de Investigación Educativa, 9, 1-16 Postema, M. and Markham, S. (2002). Student Satisfaction: A Method for Exploring Quality Factors within Computer Education. New Zealand Journal of Applied Computing and Information Technology, 6, 51-59 Walter, S. (2006). Antecedentes da Satisfação e da Lealtade de Alunos de uma Institução de Ensino Superior. Master dissertation, Business Administration Department. Universidade Regional de Blumenau, Brasil Wright, R. (1996). Quality Factors in Higher Education: The Students’ Viewpoint. College Student Journal, 30, 269-273 Yeo, R. (2009). Service Quality Ideals in a Competitive Tertiary Environment. International Journal of Educational Research, 48, 62–76 Zeithaml, V., Berry, L. and Parasuraman, A. (1996). The Behavioral Consequences of Service Quality, Journal of Marketing, 60, 31-46 Zineldin, M. (2007). The Quality of Higher Education and Student Satisfaction Self assessment and Review process A TRM Philosophy and 5Qs Model. Paper presented at Second International Conference Education, Economics, and Law: Traditions and Innovations. Växjö University, Sweden. Available at: http://tempus.ulim.md/proj_ dis.php Table 6 The Hosmer-Lemeshow (H-L) Statistic Models χ2 df Sig. Model 1 – Iteration 1 7.297 8 .505 Model 2- Iteration 2 3.430 8 .905 Model 3 - Iteration 3 2.809 7 .902 |
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Melchor Cardona, Madelinevirtual::3396-1Bravo Bastidas, Juan Josédfb0b2cc481bb7d24ba8a320093d730bUniversidad Autónoma de Occidente, Cll 25 # 115-85 Km 2 Vía Cali - Jamundi2022-08-31T14:56:50Z2022-08-31T14:56:50Z20121235923https://hdl.handle.net/10614/14243Universidad Autónoma de OccidenteRepositorio Educativo Digitalhttps://red.uao.edu.co/Reconociendo que las Instituciones de Educación Superior (IES) compiten a través de ventajas competitivas y alta calidad de los servicios, la evaluación de la calidad del servicio es indispensable para proveer información sobre la eficacia de los planes educativos y los programas de mejoramiento. Este artículo presenta un estudio soportado en el modelo 5Q’s propuesto por Zineldin (2007) para la medición de la calidad del servicio en las IES y explora los factores que más impactan en la satisfacción del estudiante. El análisis factorial y el análisis de regresión muestran cómo variables significativas en la explicación de la satisfacción del estudiante, a la confianza sentida hacia la universidad y el programa académico y a la percepción sobre las técnicas de evaluación como un reto para aumentar su conocimientoRecognizing 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 growth7 páginasapplication/pdfengUniversidad ICESICaliDerechos reservados - Universidad ICESI, 2012https://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)http://purl.org/coar/access_right/c_abf2Service quality perceptions in higher education institutions: the case of a colombian universityPercepciones sobre la calidad del servicio en instituciones de educación superior: el caso de una universidad colombianaArtículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1Textinfo:eu-repo/semantics/articlehttp://purl.org/redcol/resource_type/ARTinfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a85Calidad de la educaciónEducational qualityEducación superiorSatisfacción del estudianteCalidad de servicioFactores de calidadHigher educationStudent satisfactionService qualityQuality factors292328Melchor Cardona, M., Bravo, J. J. (2012). Service quality perceptions in higher education institutions: the case of a colombian university. Estudios Gerenciales. Universidad ICESI. (28), 23-29. https://www.sciencedirect.com/science/article/pii/S0123592312700049Estudios GerencialesBerger, J. and Milem, J. (1999). The Role of Student Involvement and Perceptions of Integration in a Causal Model of Student Persistence. Research in Higher Education, 40, 641-664.Brown, R. and Mazzarol, T. (2009). The Importance of Institutional Image to Student Satisfaction and Loyalty within Higher Education. Higher Education, 58, 81-95Cook, M. (1997). A Student’s Perspective of Service Quality in Education. Total Quality Management, 8, 120-125Cronin, J. and Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-68Darlaston-Jones, D., Pike, L., Cohen, L., Young, A., Haunold, S. and Drew, N. (2003). Are They Being Served? Students’ Expectations of Higher Education. Issues in Educational Research, 13, 31-52Harvey, L. (2001). Student Feedback: A Report to the Higher Education Funding Council for England. Research report, Centre for Research into Quality, The University of Central England, Birmingham, United KingdomHennig-Thurau, T., Langer, M. and Hansen, U. (2001). Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality. Journal of Service Research, 3, 331-344.Jurkowitsch, S., Vignali, C. and Kaufmann, H. (2006). A Student Satisfaction Model for Austrian Higher Education Providers Considering Aspects of Marketing Communications. Innovative Marketing, 3 (Special Edition), 9-23Mishra, S. (2007). Quality Assurance in Higher Education: an Introduction (first edition). Bangalore: National Assessment and Accreditation Council (NAAC)Owlia, M. and Aspinwall, E. (1996). A Framework for the Dimensions of Quality in Higher Education. Quality Assurance in Education, 4, 12-20Pichardo, M., García, A., De la Fuente, J. and Justicia, F. (2007). El Estudio de las Expectativas en la Universidad: Análisis de Trabajos Empíricos y Futuras Líneas de Investigación. Revista Electrónica de Investigación Educativa, 9, 1-16Postema, M. and Markham, S. (2002). Student Satisfaction: A Method for Exploring Quality Factors within Computer Education. New Zealand Journal of Applied Computing and Information Technology, 6, 51-59Walter, S. (2006). Antecedentes da Satisfação e da Lealtade de Alunos de uma Institução de Ensino Superior. Master dissertation, Business Administration Department. Universidade Regional de Blumenau, BrasilWright, R. (1996). Quality Factors in Higher Education: The Students’ Viewpoint. College Student Journal, 30, 269-273Yeo, R. (2009). Service Quality Ideals in a Competitive Tertiary Environment. International Journal of Educational Research, 48, 62–76Zeithaml, V., Berry, L. and Parasuraman, A. (1996). The Behavioral Consequences of Service Quality, Journal of Marketing, 60, 31-46Zineldin, M. (2007). The Quality of Higher Education and Student Satisfaction Self assessment and Review process A TRM Philosophy and 5Qs Model. Paper presented at Second International Conference Education, Economics, and Law: Traditions and Innovations. Växjö University, Sweden. Available at: http://tempus.ulim.md/proj_ dis.php Table 6 The Hosmer-Lemeshow (H-L) Statistic Models χ2 df Sig. 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