Bibliographic citations
Besler, B., González-Zúñiga, D., Figueroa, C., Dañino, R. (2018). Calidad del servicio en el sector de educación posgrado para los programas de MBA en Lima [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/12468
Besler, B., González-Zúñiga, D., Figueroa, C., Dañino, R. Calidad del servicio en el sector de educación posgrado para los programas de MBA en Lima []. PE: Pontificia Universidad Católica del Perú; 2018. http://hdl.handle.net/20.500.12404/12468
@mastersthesis{sunedu/2658261,
title = "Calidad del servicio en el sector de educación posgrado para los programas de MBA en Lima",
author = "Dañino Martinez, Rafaella",
publisher = "Pontificia Universidad Católica del Perú",
year = "2018"
}
Within organizations, the service quality has become an aspect of great relevance due to its defining role in the strategy of differentiation, and its importance has increased due to the entry of new competitors and the trend towards the standardization of products. This implies that the level of service of an organization, whatever its sector, can represent a significant source of competitive advantage. However, the measurement of service quality requires a complex calculation because, due to its intangible nature, it involves a series of variables related to the type of service provided and the perceptions of the users. In the education sector, the measurement of service quality is even more relevant since it is an essential service for the development of the country. Additionally, it is a critical service because it is provided throughout the lifetime of its consumers and generates an intangible value; thus, quality assurance is fundamental. The present investigation validated the HEDQUAL quality measurement tool of the postgraduate education service, developed in Turkey by researchers Gulnur Eti Icli and Nihat Kamil Anil in 2014. The objective of this tool is to measure the perception of quality of the postgraduate education service through five dimensions: academic quality, administrative services, library services, support services and career opportunities. The relationship between the five dimensions and the perception of quality, as well as the relationship between each dimension and the perception of quality, was validated statistically through a correlational analysis. The results of this study proved the validity and reliability of the HEDQUAL model in the postgraduate education sector in Lima, Peru. Finally, the perceived quality of the surveyed students was described in detail, and recommendations were proposed for the areas with the greatest opportunity for improvement
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