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Perceived service quality in postgraduate studies: an integrated perspective in the IMBA program

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Author(s): María Luisa Andreu Simó | Joaquín Aldás Manzano | Amparo Cerverá Taulet

Journal: @tic : Revista d'Innovació Educativa
ISSN 1989-3477

Volume: 6;
Start page: 63;
Date: 2011;
Original page

Keywords: service quality | postgraduate | innovation | international

ABSTRACT
This work proposes a comprehensive evaluation system for service quality in the International Master in Business Administration (iMBA) at Universitat de València (UV), Spain. Going further than the current system for measuring service quality and considering students as stakeholders in the university in the context of relationship marketing, this present experience develops a process for evaluating servicequality where the student designs the measurement instrument itself from an integral vision of the service s/he receives. The results suggest that students perceive the service experience as a multidimensional concept covering not only the academic experience, butalso the quality of the facilities and program organisation and coordination.
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