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Service quality perceptions in higher education institutions: the case of a colombian university

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  • Madeline Melchor Cardona
  • Juan José Bravo

Abstract

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.

Suggested Citation

  • Madeline Melchor Cardona & Juan José Bravo, 2012. "Service quality perceptions in higher education institutions: the case of a colombian university," Estudios Gerenciales, Universidad Icesi, December.
    • Handle: RePEc:col:000129:011348
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    File URL: http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1525
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    References listed on IDEAS

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    1. Hayes, Tom, 2007. "Delphi study of the future of marketing of higher education," Journal of Business Research, Elsevier, vol. 60(9), pages 927-931, September.
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    Cited by:

    1. Mohammad Mahtab Alam & Naim Ahmad & Quadri Noorulhasan Naveed & Ayyub Patel & Mohammed Abohashrh & Mohammed Abdul Khaleel, 2021. "E-Learning Services to Achieve Sustainable Learning and Academic Performance: An Empirical Study," Sustainability, MDPI, vol. 13(5), pages 1-20, March.
    2. DUMITRESCU Luigi & MUNTHIU Maria-Cristiana, 2015. "Research On Students Perception Of Online Educational Services," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 67(1), pages 45-54, February.
    3. Ajit Kumar Singh & A. M. Rawani, 2022. "Industry oriented quality management of engineering education: an integrated QFD-TOPSIS approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(2), pages 904-922, April.
    4. Georgios Chatzinas & Maria Markopoulou & Simeon Papadopoulos, 2018. "Pecking Order and Trade - off Capital Structure Theories in the European Countries Supported by European Stability Mechanism," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 4, ejes_v4_i.
    5. José Luis Vázquez & Carlota L. Aza & Ana Lanero, 2016. "University social responsibility as antecedent of students’ satisfaction," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 13(2), pages 137-149, July.
    6. Alexandra-Maria Drule & Irimie Emil Popa & Razvan Nistor & Alexandru Chis, 2014. "Quality of the Teaching Process and its Factors of Influence from the Perspective of Future Business Specialists," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(37), pages 827-827, August.
    7. Mónica Martínez-Gómez & Eliseo Bustamante & César Berna-Escriche, 2022. "Development and Validation of an E-Learning Education Model in the COVID-19 Pandemic: A Case Study in Secondary Education," Sustainability, MDPI, vol. 14(20), pages 1-28, October.
    8. Blanca Astrid Moreno & Haydée Calderón, 2016. "Comportamiento del consumidor en la co-creación de valor y su relación con la satisfacción en el entorno universitario: una aplicación a la Universidad de Ibagué (Colombia)," Revista Facultad de Ciencias Económicas, Universidad Militar Nueva Granada, vol. 25(1), pages 203-217, December.
    9. Zohair Al-Zoubi & Ahmad Qablan & Hytham Bany Issa & Omar Bataineh & Ahmed Mohammed Al Kaabi, 2023. "The Degree of Implementation of Total Quality Management in Universities and Its Relationship to the Level of Community Service from the Perspectives of Faculty Members," Sustainability, MDPI, vol. 15(3), pages 1-14, January.
    10. Milad Kalantari Shahijan & Sajad Rezaei & Vinitha Padmanabhan Guptan, 2018. "Marketing public and private higher education institutions: A total experiential model of international student’s satisfaction, performance and continues intention," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(2), pages 205-234, June.
    11. Anita Kéri & Erzsébet Hetesi, 2022. "Is it only the university they are satisfied with? – Foreign student satisfaction and its effect on loyalty," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(3), pages 601-622, September.
    12. Enakrire Blessing & Lubbe Sam & Ohei Kenneth Nwanua, 2022. "Measuring service quality delivered to undergraduate students at a public university in South Africa," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 13(2), pages 41-62, December.

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    More about this item

    Keywords

    Higher educationStudent satisfactionService qualityQuality factors;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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