Heterogeneity Analysis in the University Context. A Proposal Based on Service Quality Perceptions

Maria Fuentes-Blasco, Irene Gil-Saura and Beatriz Moliner-Velasquez

No 182, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: The transformations being experienced by Spanish universities faced with the challenge of adapting to a changing environment and increasingly discerning and segmented demand highlights the importance of knowing the needs and wishes of students as main customers. This present study attempts an in-depth examination of the viability of student perceptions of service quality as segmentation criterion. We go deeply into the dimensionality of university service quality and analyse how such dimensions can be used to segment effectively the collective of students studies using latent methodology. The results based on information gathered from 287 questionnaires permit analysis of existing heterogeneity and a set of recommendations to be made for strategic management in the area of university services.

Keywords: University Students; Latent Class Segmentation; Perceptions; Service Q uality (search for similar items in EconPapers)
Date: 2010-07-05
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.apas.admpubl.snspa.ro/handle/2010/200
Our link check indicates that this URL is bad, the error code is: 500 Can't connect to www.apas.admpubl.snspa.ro:80 (A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:nsu:apasro:182

Access Statistics for this paper

More papers in Apas Papers from Academic Public Administration Studies Archive - APAS Contact information at EDIRC.
Bibliographic data for series maintained by Ani Matei ().