Assessing administrative service quality in higher education
Development of an attribute-based framework (HEADSQUAL) in a Brazilian University
Bibliographic Data
| ID | 4097123 |
|---|---|
| Authors | Damian Steppacher (0000-0002-7480-4509, Engineering School, Federal University of Rio Grande do Sul, Porto Alegre, Brazil, corresponding author), Maria Auxiliadora Cannarozzo Tinoco (0000-0002-2941-1693, Universidade Federal do Rio Grande do Sul), Carla Schewengber Ten Caten (0000-0002-7904-0974, Universidade Federal do Rio Grande do Sul), Arthur Marcon (0000-0003-0334-3853, Universidade Federal do Rio Grande do Sul) |
| Year | 2021 |
| Volume | 46 |
| Issue | 9 |
| Pages | 1785-1800 |
| Publication date | 2021-09-02 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Studies in Higher Education (JOURNAL) |
| Journal identifiers | ISSN: 0307-5079 • E-ISSN: 1470-174X |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/03075079.2019.1706076 |
| OpenAlex | W2994801522 |
| Language | EN |
| Citations received | 3 |
| References cited | 50 |
This paper proposed a valid and reliable perceived quality assessment framework of administrative services in Higher Education Institutions (HEI) in the Brazilian context. The method was in two main stages: (i) map a set of quality attributes and dimensions for administrative services in HEI, (ii) build and test the perceived quality assessment framework and data collection instrument of the administrative services in a HEI. The theoretical contributions of this manuscript were the differentiated scope with a focus on administrative services in HEI, since most of the previous research addresses the area of education (final service), and the development of a specific framework for assessing administrative service quality. The managerial implication highlight was that this study can be reapplied to other HEI to improve existing services quality assessment and control instruments. Adopting the proposed structure, the HEI could promote improvements in administrative services quality and advance in the quest for excellence
Administrative services organization · Business · Economic growth · Economics · Excellence · Higher education · Knowledge management · Political science · Process management · Public relations · Service quality · Business and Management Studies · Computer Science · Corporate Identity and Reputation · Customer Service Quality and Loyalty · Marketing
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| Unique citing works | 3 |
|---|---|
| Citations per year | 0,75 |
| Citation span | 2022 - 2025 (4) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 2 |