ANALYSIS OF SERVICE QUALITY RECEIVED FROM HIGHER EDUCATION INSTITUTIONS,ANALISIS DE LA CALIDAD DE LOS SERVICIOS RECIBIDOS EN LAS INSTITUCIONES DE EDUCACION SUPERIOR

Sonia Elizabeth Maldonado-Radillo, Ana Ma. Guillen Jimenez, Rafael Ernesto Carranza Prieto and Maria Concepcion Ramirez Baron

Revista Internacional Administracion & Finanzas, 2013, vol. 6, issue 7, 67-79

Abstract: This study provides descriptive, transversal research with a non-experimental design related to diagnosis of the quality of services provided by a higher education institution, in the Northwest of Mexico. The main goal is to evaluate service quality by student satisfaction; with the associated experiences from their education received. The work was performed with multi campus university students. We considered a template with 41 items distributed on 6 variables (Teaching-learning process, Services, Conditions of the classrooms, Reliability was determined through the Cronbach alpha, obtaining a 0.95 index. The results indicate that the students are satisfied with services the institution provides. Given the global result of satisfaction averaged 136.09; nevertheless the averaged result indicate 1.5% of students are dissatisfied.

Keywords: Student Satisfaction; Service Quality; Higher Education Institutions (search for similar items in EconPapers)
JEL-codes: I23 (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:ibf:riafin:v:6:y:2013:i:7:p:67-79

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