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dc.contributor.authorGonzalez Aleu, Fernando
dc.contributor.authorGranda Gutierrez, Edgar Marco Aurelio
dc.contributor.authorGarza-Reyes, Jose Arturo
dc.contributor.authorGarza Villegas, Juan Baldemar
dc.contributor.authorVazquez Hernandez, Jesus
dc.date.accessioned2021-07-13T15:40:12Z
dc.date.available2021-07-13T15:40:12Z
dc.date.issued2021-07-05
dc.identifier.citationGonzalez Aleu, F., Granda Gutierrez, E., Garza-Reyes, J.A., Garza Villegas, J., Vazquez Hernandez, J. (2021). 'Increasing Service Quality at a University: A Continuous Improvement Project'. Quality Assurance in Education, pp. 1-16.en_US
dc.identifier.issn0968-4883
dc.identifier.doi10.1108/QAE-02-2021-0020
dc.identifier.urihttp://hdl.handle.net/10545/625875
dc.description.abstractThis paper evaluates a continuous improvement project (CIP) at a Mexican university designed to increase engineering graduate student loyalty. A plan-do-check-act problem-solving methodology was implemented, and a SERVQUAL survey was conducted on 67 master’s engineering students. Five factors were found to affect student loyalty: facility cleanliness, faculty teaching skills, evening student services, master’s degree student management roles at work and master’s degree students’ ages. After the implementation of the improvement and control actions, there was a 7.7% increase in the engineering master’s degree students’ loyalty scores. This research work took a different approach in assessing student satisfaction and student loyalty in a higher education institution (HEI) by using the SERVQUAL survey as the data collection instrument for the conduct of the CIP. However, there were several research limitations: data availability (such as student loyalty, student satisfaction and a small master’s degree student population size) and factors outside the CIP’s scope (such as the country’s economic situation, university rankings, master’s programme accreditations and COVID-19). Practical implications—The findings from this research study could be used by other HEIs to improve student loyalty and as a reference when conducting similar studies in other service organisations such as hospitals and hotels.en_US
dc.description.sponsorshipN/Aen_US
dc.language.isoenen_US
dc.publisherEmeralden_US
dc.relation.urlhttps://www.emerald.com/insight/content/doi/10.1108/QAE-02-2021-0020/full/htmlen_US
dc.rightsCC0 1.0 Universal*
dc.rights.urihttp://creativecommons.org/publicdomain/zero/1.0/*
dc.subjectSERVQUALen_US
dc.subjectimprovement projecten_US
dc.subjectperceived qualityen_US
dc.subjectservice qualityen_US
dc.subjecthigher educationen_US
dc.titleIncreasing Service Quality at a University: A Continuous Improvement Projecten_US
dc.typeArticleen_US
dc.contributor.departmentUniversidad de Monterrey, San Pedro Garza Garcia, Mexicoen_US
dc.contributor.departmentUniversity of Derbyen_US
dc.contributor.departmentContinuous Improvement (Analytics), Viakable SA de CV, San Nicolas de los Garza, Mexicoen_US
dc.contributor.departmentAdvanced Value Chain Institute, San Pedro Garza García, Mexicoen_US
dc.identifier.journalQuality Assurance in Educationen_US
dcterms.dateAccepted2021-06-04
refterms.dateFOA2021-07-13T15:40:12Z
dc.author.detail780891en_US


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