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Evaluating Higher Education Institutions through Agency and Resource-Capabilities Theories: A Model for Measuring the Perceived Quality of Service

Evaluating Higher Education Institutions through Agency and Resource-Capabilities Theories: A Model for Measuring the Perceived Quality of Service
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Author(s): José G. Vargas-Hernández (Center for Economic and Managerial Sciences, University of Guadalajara, University, Mexico) and Salustia Teresa Cano Ibarra (Instituto Tecnológico de Celaya, Mexico)
Copyright: 2021
Pages: 23
Source title: Research Anthology on Preparing School Administrators to Lead Quality Education Programs
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-7998-3438-0.ch017

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Abstract

The objective of this chapter is to explain through the agency theory and theory of resources and capacities as is the process of assessment in higher education institutions. A model is presented to measure the perception of service quality by students of the Technological Institute of Celaya, as part of the system of quality control, based on the theoretical support of several authors who have developed this topic (SERVQUAL and SERPERF) an instrument adapted to the student area of the institution called SERQUALITC is generated. The paper presents the areas or departments to assess and the convenient size, the number of items used by size and Likert scale, the validation study instrument is mentioned. Finally, it is presented the model that poses a global vision of quality measurement process including corrective action services that enable continuous improvement.

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