BS-QUAL: measuring student perceptions of service quality in business schools, an exploratory study

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• dc.contributor.author Bagur-Femenías, Llorenç
• dc.contributor.author Llach, Josep
• dc.contributor.author Buil Fabregá, Marian
• dc.date.accessioned 2023-07-13T06:59:06Z
• dc.date.available 2023-07-13T06:59:06Z
• dc.date.issued 2023
• dc.description.abstract The number of Business Schools (BS) and their market share had increased in the last decades. Positioning strategy of BS is crucial in today’s competitive and changing environments. Thus, paying attention to student’s satisfaction and the factors, which motivate their selection, are relevant for service quality assurance in BS. This paper designs a scale to measure these perceptions as a useful tool for BS managers in the pursuit of excellence. Using a mixed analysis methodology, the most prominent dimensions detected in the literature were validated by BS managers and later by BS graduates. Internal and external dimensions compose the resulting scale, named BS-QUAL. The internal dimensions are related to Academic staff, Services, Facilities, and Sustainability while the external factors are related to Preparation for the future, Internationalization and Notoriety. BS-QUAL could be useful for the top management of BS to develop strategies that minimize the distance between student expectations and service provided.
• dc.format.mimetype application/pdf
• dc.identifier.citation Bagur‑Femenias L, Llach J, Buil M. BS-QUAL: measuring student perceptions of service quality in business schools, an exploratory study. Tert Educ Manag. 2023;29:161-87. DOI: 10.1007/s11233-023-09118-x
• dc.identifier.doi http://dx.doi.org/10.1007/s11233-023-09118-x
• dc.identifier.issn 1358-3883
• dc.identifier.uri http://hdl.handle.net/10230/57565
• dc.language.iso eng
• dc.publisher Springer
• dc.relation.ispartof Tertiary Education and Management. 2023;29:161-87.
• dc.rights © The Author(s) 2023. This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/
• dc.rights.accessRights info:eu-repo/semantics/openAccess
• dc.rights.uri http://creativecommons.org/licenses/by/4.0/
• dc.subject.keyword Service quality assurance
• dc.subject.keyword Business schools
• dc.subject.keyword Business education
• dc.subject.keyword Student satisfaction
• dc.subject.keyword Excellence in higher education
• dc.subject.keyword Perceived quality
• dc.title BS-QUAL: measuring student perceptions of service quality in business schools, an exploratory study
• dc.type info:eu-repo/semantics/article
• dc.type.version info:eu-repo/semantics/publishedVersion