Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country
Higher education institutions must generate added value through the continuous improvement of services offered to the academic community. Students’ needs and expectations must be met to increase their satisfaction within the system. Bearing this in mind, this paper proposes a service quality assessm...
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| Format: | Article |
| Language: | English |
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MDPI AG
2023-01-01
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| Series: | Education Sciences |
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| Online Access: | https://www.mdpi.com/2227-7102/13/1/83 |
| _version_ | 1797443543940202496 |
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| author | Alejandro Valencia-Arias Claudio Cartagena Rendón Lucia Palacios-Moya Martha Benjumea-Arias Julia Beatriz Pelaez Cavero Gustavo Moreno-López Ada Lucia Gallegos-Ruiz |
| author_facet | Alejandro Valencia-Arias Claudio Cartagena Rendón Lucia Palacios-Moya Martha Benjumea-Arias Julia Beatriz Pelaez Cavero Gustavo Moreno-López Ada Lucia Gallegos-Ruiz |
| author_sort | Alejandro Valencia-Arias |
| collection | DOAJ |
| description | Higher education institutions must generate added value through the continuous improvement of services offered to the academic community. Students’ needs and expectations must be met to increase their satisfaction within the system. Bearing this in mind, this paper proposes a service quality assessment model for higher education institutions in developing countries. In total, 845 questionnaires were self-administered by university students. The instrument was composed of 119 closed questions. Confirmatory factor analysis (CFA) was applied to create the proposed model. An 18-component model resulted from the data analysis, with an emphasis on academic aspects, infrastructure, web services, wellbeing, and financial procedures. It is expected that higher education institutions in other developing countries may validate, replicate, and adapt this model to their needs. |
| first_indexed | 2024-03-09T12:58:35Z |
| format | Article |
| id | doaj.art-2ec85c568d904ec19e57f39a648f9839 |
| institution | Directory Open Access Journal |
| issn | 2227-7102 |
| language | English |
| last_indexed | 2024-03-09T12:58:35Z |
| publishDate | 2023-01-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Education Sciences |
| spelling | doaj.art-2ec85c568d904ec19e57f39a648f98392023-11-30T21:57:22ZengMDPI AGEducation Sciences2227-71022023-01-011318310.3390/educsci13010083Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing CountryAlejandro Valencia-Arias0Claudio Cartagena Rendón1Lucia Palacios-Moya2Martha Benjumea-Arias3Julia Beatriz Pelaez Cavero4Gustavo Moreno-López5Ada Lucia Gallegos-Ruiz6Escuela de Ingeniería Industrial, Universidad Señor de Sipán, Chiclayo 14001, PeruFacultad de Administración, Fundación Universitaria Católica del Norte, Medellín 050012, ColombiaCentro de Investigaciones Escolme, Institución Universitaria Escolme, Medellín 050005, ColombiaFacultad de Ciências Económicas y Administrativas, Instituto Tecnológico Metropolitano, Medellín 050005, ColombiaEscuela Profesional de Artes & Diseño Gráfico Empresarial, Universidad Señor de Sipán, Chiclayo 14001, PeruGrupo de Investigación en Educación y Ciencias Sociales y Humanas, Institución Universitaria Marco Fidel Suárez, Bello 051050, ColombiaCentro de Investigación y Estudios de la Mujer, Universidad Ricardo Palma, Santiago de Surco 15039, PeruHigher education institutions must generate added value through the continuous improvement of services offered to the academic community. Students’ needs and expectations must be met to increase their satisfaction within the system. Bearing this in mind, this paper proposes a service quality assessment model for higher education institutions in developing countries. In total, 845 questionnaires were self-administered by university students. The instrument was composed of 119 closed questions. Confirmatory factor analysis (CFA) was applied to create the proposed model. An 18-component model resulted from the data analysis, with an emphasis on academic aspects, infrastructure, web services, wellbeing, and financial procedures. It is expected that higher education institutions in other developing countries may validate, replicate, and adapt this model to their needs.https://www.mdpi.com/2227-7102/13/1/83higher education institutionsstudents’ perceptionservice quality assessmentdeveloping countries |
| spellingShingle | Alejandro Valencia-Arias Claudio Cartagena Rendón Lucia Palacios-Moya Martha Benjumea-Arias Julia Beatriz Pelaez Cavero Gustavo Moreno-López Ada Lucia Gallegos-Ruiz Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country Education Sciences higher education institutions students’ perception service quality assessment developing countries |
| title | Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country |
| title_full | Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country |
| title_fullStr | Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country |
| title_full_unstemmed | Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country |
| title_short | Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country |
| title_sort | model proposal for service quality assessment of higher education evidence from a developing country |
| topic | higher education institutions students’ perception service quality assessment developing countries |
| url | https://www.mdpi.com/2227-7102/13/1/83 |
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