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DUAQUAL: The quality perceived by teachers and students in university management


Author Info

  • Sandra María Correia Loureiro

    (Universidade de Aveiro (Portugal))

  • Francisco Javier Miranda González

    (Universidad de Extremadura)

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    The Bologna Process has imprinted an institutional perspective on concerns about quality, quality management and quality assurance in the services provided in the universities and other institutions of higher education. The quality of higher education is not centered on the teaching and learning processes alone, and on the relationship between students and professors. It must also be assured through the services provided by the university libraries, snack bars, refectories, welfare services, central administrative services and departmental offices. With this in mind, this research starts the development of a scale of evaluation of the service quality provided by secretarial office of university departments, named DUAQUAL. The factorial analysis allowed us to extract three factors: Credibility, Professionalism and Information. The application of the PLS technique shown that Professionalism factor contributes more to explain the overall perceived quality and the satisfaction than the two other dimensions.

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    Bibliographic Info

    Article provided by Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE) in its journal Cuadernos de Gestión.

    Volume (Year): 12 (2012)
    Issue (Month): 01 ()
    Pages: 107-122

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    Handle: RePEc:ehu:cuader:20121205

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    Postal: Instituto de Economía Aplicada a la Empresa Avda Lehendakari Aguirre 83 CP 48015 Bilbao (Vizcaya) Spain
    Phone: + 34 94 601 3871
    Fax: + 34 94 601 3710
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    Postal: Instituto de Economía Aplicada a la Empresa, Revista Cuadernos de Gestión, Facultad de CC. Económicas y Empresariales, Universidad del País Vasco, Avda. Lehendakari Aguirre 83, 48015 Bilbao, Spain

    Related research

    Keywords: Service quality; higher education; satisfaction; DUAQUAL scale;

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