BS-QUAL:衡量商学院学生对服务质量的认知,一项探索性研究

IF 1.6 Q2 EDUCATION & EDUCATIONAL RESEARCH
Llorenç Bagur-Femenias, Josep Llach, Marian Buil
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引用次数: 0

摘要

在过去的几十年里,商学院的数量和它们的市场份额都有所增加。在当今竞争激烈和不断变化的环境中,BS的定位策略至关重要。因此,关注学生的满意度和激励学生选择的因素,与BS的服务质量保证有关。本文设计了一个量表来衡量这些感知,作为BS管理者追求卓越的有用工具。使用混合分析方法,在文献中发现的最突出的维度由BS管理者和后来的BS毕业生验证。内部和外部尺寸组成了最终的量表,命名为BS-QUAL。内部维度与学术人员、服务、设施和可持续性有关,外部因素与未来准备、国际化和知名度有关。BS- qual可以帮助BS高层管理人员制定策略,最大限度地减少学生期望与提供的服务之间的距离。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

BS-QUAL: Measuring student perceptions of service quality in business schools, an exploratory study.

BS-QUAL: Measuring student perceptions of service quality in business schools, an exploratory study.

The number of Business Schools (BS) and their market share had increased in the last decades. Positioning strategy of BS is crucial in today's competitive and changing environments. Thus, paying attention to student's satisfaction and the factors, which motivate their selection, are relevant for service quality assurance in BS. This paper designs a scale to measure these perceptions as a useful tool for BS managers in the pursuit of excellence. Using a mixed analysis methodology, the most prominent dimensions detected in the literature were validated by BS managers and later by BS graduates. Internal and external dimensions compose the resulting scale, named BS-QUAL. The internal dimensions are related to Academic staff, Services, Facilities, and Sustainability while the external factors are related to Preparation for the future, Internationalization and Notoriety. BS-QUAL could be useful for the top management of BS to develop strategies that minimize the distance between student expectations and service provided.

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来源期刊
Tertiary Education and Management
Tertiary Education and Management EDUCATION & EDUCATIONAL RESEARCH-
CiteScore
3.00
自引率
0.00%
发文量
15
期刊介绍: Tertiary Education and Management (TEAM) is an international, interdisciplinary and peer-reviewed journal that welcomes research contributions that reflect upon, study or question main developmental trends and practices, and address current and future challenges in higher education. The thematic focus of TEAM includes management, governance and organisation of higher education; teaching and learning in higher education; the academic profession and academic careers; higher education and the labour market; and institutional research in higher education.  TEAM is jointly published by Springer and EAIR – The European Higher Education Society, and is intended to contribute to EAIR’s mission of creating a better linkage of research, policy and practice in higher education.Articles submitted should as a consequence be written for, understood by, and be relevant for a multicultural, multifaceted and international audience, consisting of both the international academic community and the field of practice within higher education.  TEAM welcomes articles using a variety of approaches, methods and perspectives given that the article demonstrate the relevance of the research in a broader context whether this be in other higher education institutions, other national settings or in the international arena.  Occasionally, the journal also publishes articles where personal viewpoints/experiences or political arguments are made to stimulate discussion and reflection, or to challenge established thinking in the field of higher education. Such pieces are published in a dedicated ''Forum'' section of the journal.
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