Factores que determinan la calidad del servicio de la enseñanza universitaria
- Autores: María del Carmen Arrieta Quispe
- Directores de la Tesis: Francesc Solé Parellada (dir. tes.)
- Lectura: En la Universitat Politècnica de Catalunya (UPC) ( España ) en 2015
- Idioma: español
- Tribunal Calificador de la Tesis: Gustavo Guerrero Vásquez (presid.), Josep Coll Bertrán (secret.), Lea Sulmont Haak (voc.)
- Materias:
- Enlaces
- Tesis en acceso abierto en: TDX
- Resumen
The following doctoral thesis, through qualitative research, develops a case study conducted among students and graduates from the Business Administration and Finance major at UPC (Universidad Peruana de Ciencias Aplicadas). Since both groups are consumers of the school teaching services, the study determines the key factors related to service quality and compares the results between them in order to analyze its similarities and differences. The purpose of the current study is to improve available models of service quality analysis in higher education. After an exhaustive review in the state of the art literature, a case study has been selected to conduct a comprehensive qualitative analysis in order to identify the key factors in college teaching service quality. The research has been extended to include the group of graduates, which has not been address in other work, providing a source to measure not only the quality of the process but also the result of the provided service.
