Increasing service quality at a university: a continuous improvement project

Simple item page
AudienciaPúblico en generales_ES
CoberturaMéxicoes_ES
Fecha de ingreso2026-09-15T00:32:12Z
Fecha de publicación2021-01-01
ResumenPurpose The purpose of this paper is to evaluate a continuous improvement project (CIP) at a Mexican university designed to increase engineering graduate student loyalty. Design/methodology/approach A plan-do-check-act problem-solving methodology was implemented, and a SERVQUAL survey was conducted on 67 master’s engineering students. Findings 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. Research limitations/implications 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 higher education institutions (HEIs)to improve student loyalty and as a reference when conducting similar studies in other service organisations such as hospitals and hotels. Originality/value This research work took a different approach in assessing student satisfaction and student loyalty in a HEI by using the SERVQUAL survey as the data collection instrument for conducting CIP.es_ES
Doihttps://doi.org/10.1108/qae-02-2021-0020es_ES
URIhttps://riuat.uat.edu.mx/handle/123456789/3696
Idiomaenes_ES
EditorialEmeraldes_ES
RelaciónQuality Assurance in Educationes_ES
URL relacionadohttps://doi.org/10.1108/qae-02-2021-0020es_ES
DerechosAcceso restringido / Suscripción (Metadatos de producción científica)es_ES
Licenciahttp://purl.org/coar/access_right/c_16eces_ES
FuenteQuality Assurance in Education
TítuloIncreasing service quality at a university: a continuous improvement projectes_ES
TipoArtículoes_ES
ArbitradoHa sido Arbitradoes_ES
AutorAleu, Fernando Gonzalez
AutorGutierrez, Edgar Marco Aurelio Granda
AutorGarza-Reyes, Jose Arturo
AutorVillegas, Juan Baldemar Garza
AutorHernandez, Jesus Vazquez
AutorAleu, Fernando Gonzalezes_ES
AutorGutierrez, Edgar Marco Aurelio Grandaes_ES
AutorGarza-Reyes, Jose Arturoes_ES
AutorVillegas, Juan Baldemar Garzaes_ES
AutorHernandez, Jesus Vazquezes_ES
InstituciónUniversidad Autónoma de Tamaulipas
InstituciónUniversidad Autónoma de Tamaulipases_ES
Número2/3es_ES
Rango de páginas209-224es_ES
URL relacionadahttps://doi.org/10.1108/qae-02-2021-0020
Tipo de artículoIndexado
Tipo de artículoIndexadoes_ES
Volumen29es_ES

Files

Collections

Documentación Cientifica