REICE 2014 - Volume 12, No 2
Quality assessment of university service from students and teacher's perceptions: a case study

This paper presents an evaluation of the quality of services from a private university college in the center of Argentina, in order to obtain information to determine the perception of students and teachers regarding the services offered. For this purpose we adapted the scale of Capelleras and Veciana (2004), based on the SERVQUAL model, and incorporated items that cater to other aspects of university services such as the proposed for Rubio Gomez Aguilar Feijoo Sánchez Massa, Maldonado and Ramirez Asanza (2005), concerning the adequacy of programs, evaluation of the effectiveness of administrative processes. The scale was administered to a sample of 454 students and 64 teachers from that university. The results showed internal consistency and relevance of applying Factor Analysis, identifying eight dimensions grouping the 42 variables related to perceptions of service quality and the conditions of the institution to be offered, enabling improved design proposed.

Key words
Educational quality, Perception, Service, Measurement.
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Tumino, M.C., & Poitevin E.R. (2014). Evaluación de la calidad de servicio universitario desde la percepción de estudiantes y docentes: caso de estudio. REICE. Revista Iberoamericana sobre Calidad, Eficacia y Cambio en Educación, 12(2), 63-81.
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