6533b830fe1ef96bd129779a

RESEARCH PRODUCT

Perceived service quality in postgraduate studies: an integrated perspective in the IMBA program

Luisa Andreu SimóJoaquín Aldás ManzanoAmparo Cervera Taulet

subject

comercialización e investigación de mercadoseducación; comercialización e investigación de mercadoscalidad de servicioinnovación educativaUNESCO::CIENCIAS ECONÓMICASeducación:CIENCIAS ECONÓMICAS [UNESCO]calidad de servicio; innovación educativa

description

This work proposes a comprehensive evaluation system for service quality in the International Master in Business Administration (iMBA) at Universitat de València. Going further than the current system for measuring service quality and considering students as stakeholders in the university in the context of relationship marketing, this present experience develops a process for evaluating service quality where the student designs the measurement instrument itself from an integral vision of the service s/he receives. The results suggest that students perceive the service experience as a multidimensional concept covering not only the academic experience, but also the quality of the facilities and program organisation and coordination.

yearjournalcountryeditionlanguage
2011-01-01
http://hdl.handle.net/10550/20773