Calidad del servicio en el sector de educación posgrado para los programas de MBA en Lima
Date
2018-08-17
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Pontificia Universidad Católica del Perú
Abstract
Dentro de las organizaciones, la calidad del servicio se ha convertido en un aspecto de
gran relevancia por su carácter determinante en la estrategia de diferenciación, y su
priorización se ha intensificado a partir del ingreso de nuevos competidores y la tendencia a la
estandarización de los productos. Esto implica que el nivel de servicio de una organización,
sea cual sea su rubro, puede representar una fuente de ventaja competitiva. Sin embargo, la
medición de la calidad del servicio implica un cálculo complejo debido a que, por su
naturaleza intangible, involucra una serie de variables relacionadas al tipo de servicio
brindado y las percepciones de los usuarios.
En el sector educación, la medición de la calidad del servicio tiene un carácter aún más
relevante, al ser un servicio esencial para el desarrollo de la sociedad. Adicionalmente, se trata
de un servicio crítico, debido a que se brinda a lo largo de la vida de las personas y
genera un valor intangible, por lo que el aseguramiento de su calidad es fundamental. La
presente investigación validó la herramienta de medición de calidad del servicio de educación
posgrado HEDQUAL, desarrollada en Turquía por los investigadores Gulnur Eti Icli y Nihat
Kamil Anil en el año 2014. Esta herramienta mide la percepción de la calidad del servicio de
educación posgrado a través de cinco dimensiones: (1) calidad académica, (2) servicios
administrativos, (3) servicios de biblioteca, (4) servicios de soporte y (5) oportunidades de
carrera.
Mediante un análisis correlacional, se validó estadísticamente la relación entre estas
cinco dimensiones y la percepción de la calidad, así como la relación entre cada dimensión en
particular y la percepción de la calidad. Los resultados de este estudio comprobaron la validez
y confiabilidad del modelo HEDQUAL en el sector educación posgrado en Lima, Perú.
Finalmente, se describió la calidad percibida por los alumnos encuestados y se
propusieron algunas recomendaciones para los aspectos con mayor oportunidad de mejora
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
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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Keywords
Calidad total, Educación superior--Perú, Investigación cuantitativa
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