文章基本信息

标题：Service quality perceptions in higher education institutions: the case of a colombian university
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作者：Madeline Melchor ; Juan José Bravo
期刊名称：Estudios Gerenciales
印刷版ISSN：0123-5923
出版年度：2012
卷号：28
期号：125
页码：23-29
语种：English
出版社：Universidad Icesi
摘要：Recognizing 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 growth
关键词：Higher education;Student satisfaction;Service quality;Quality factors