IDEAS home Printed from https://ideas.repec.org/a/ibf/riafin/v6y2013i7p67-79.html
   My bibliography  Save this article

Analysis Of Service Quality Received From Higher Education Institutions,Analisis De La Calidad De Los Servicios Recibidos En Las Instituciones De Educacion Superior

Author

Listed:
  • Sonia Elizabeth Maldonado-Radillo
  • Ana Ma. Guillen Jimenez
  • Rafael Ernesto Carranza Prieto
  • Maria Concepcion Ramirez Baron

Abstract

This study provides descriptive, transversal research with a non-experimental design related to diagnosis of the quality of services provided by a higher education institution, in the Northwest of Mexico. The main goal is to evaluate service quality by student satisfaction; with the associated experiences from their education received. The work was performed with multi campus university students. We considered a template with 41 items distributed on 6 variables (Teaching-learning process, Services, Conditions of the classrooms, Reliability was determined through the Cronbach alpha, obtaining a 0.95 index. The results indicate that the students are satisfied with services the institution provides. Given the global result of satisfaction averaged 136.09; nevertheless the averaged result indicate 1.5% of students are dissatisfied.

Suggested Citation

  • Sonia Elizabeth Maldonado-Radillo & Ana Ma. Guillen Jimenez & Rafael Ernesto Carranza Prieto & Maria Concepcion Ramirez Baron, 2013. "Analysis Of Service Quality Received From Higher Education Institutions,Analisis De La Calidad De Los Servicios Recibidos En Las Instituciones De Educacion Superior," Revista Internacional Administracion & Finanzas, The Institute for Business and Finance Research, vol. 6(7), pages 67-79.
    • Handle: RePEc:ibf:riafin:v:6:y:2013:i:7:p:67-79
    as

    Download full text from publisher

    File URL: http://www.theibfr2.com/RePEc/ibf/riafin/riaf-v6n7-2013/RIAF-V6N7-2013-4.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Student Satisfaction; Service Quality; Higher Education Institutions;
    All these keywords.

    JEL classification:

    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibf:riafin:v:6:y:2013:i:7:p:67-79. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mercedes Jalbert (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.