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Title:
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UnivQual: a holistic scale to assess student perceptions of service quality at universities
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Author:
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Marimon Viadiu, Frederic; Mas Machuca, Marta; Berbegal-Mirabent, Jasmina; Llach Pagès, Josep
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Notes:
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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
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. |
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Subject(s):
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-Universidades
-Universitats
-Universities and colleges
-Estudiants universitaris
-College students
-Estudiantes universitarios
-Universitats--Administració
-Universities and colleges--Administration
-Universidades--Administración
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Rights:
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http://creativecommons.org/licenses/by-nc-nd/4.0/
Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/ |
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Document type:
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Article
Article - Accepted version |
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Published by:
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Taylor & Francis
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Share:
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