Stakeholder conceptions of quality in single company management education

RESUMENEn los últimos años la situación de las universidades ha experimentado cambios importantes que han hecho que éstas se preocupen de dos aspectos estrechamente ligados: calidad de servicio percibido y satisfacción. En este trabajo se desarrolla, aplica y evalúa una escala de medida de satisfacción de los alumnos de la Facultad de Ingeniería de la Universidad de Talca, analizando los elementos que determinan la satisfacción de los estudiantes y la relación entre la satisfacción experimentada por ellos y su lealtad a la institución que ofrece el servicio. En base a lo anterior, este estudio establecerá, mediante un modelo de ecuaciones estructurales, cómo la satisfacción de los alumnos se ve reflejada en comportamientos de los mismos, que ayudan a la institución a la captación de alumnos.Palabras clave: Educación superior, calidad de servicio, satisfacción global, lealtad, fidelidad. ABSTRACT In the past few years the ambiance of universities have experimented significant changes that have made universities alert INTRODUCCIÓNEn Chile, actualmente las universidades se encuentran compitiendo por alumnos, recursos (humanos y de financiamiento) y reputación, siendo lo más importante los estudiantes [1][2][3]. La rivalidad se ha establecido por la dotación inicial (capital histórico, capital humano, capital social e imagen proyectada) de las instituciones al ingresar al mercado y su posterior evolución; por su lugar en una escala de reputaciones (determinada por esas dotaciones iniciales) y por las estrategias institucionales en los mercados relevantes [1,3].Este aumento en la competencia entre universidades es compartido en otros contextos. Así, en Europa, y en el marco del Espacio Europeo de Educación Superior, también se está produciendo un incremento en el nivel de competencia de las universidades en diversos aspectos: atracción de nuevos alumnos, captación de recursos económicos, etc.El incremento de esta competencia, tanto en el contexto chileno como europeo, tiene sus orígenes en causas comunes: cambios en la estructura demográfica, aumento del número de universidades privadas, existencia de otras alternativas educativas más atractivas, etc.

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“…La diversidad de tareas asignadas a la universidad es lo que dificulta la determinación de la figura del cliente [16][17][18][19][20][21].…”

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Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Fuente‐Mella¹,

Navarro

Riquelme

2010

Ingeniare. Rev. chil. ing.

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“…Institutional objectives should also set out the priorities by which resources are concentrated or the proportion of resources to be allocated, as the future of universities involves recognizing and satisfying the complaints of multiple actors with connections to the higher education field (Kantanen, 2007;Macfarlane & Lomas, 1999;Thune, 2011). This necessarily implies a better understanding of the respective stakeholders (Vogelgesang, Denson, & Jayakumar, 2010).…”

Section: Universities and Stakeholder Managementmentioning

confidence: 98%

Journal Editor Perceptions of Universities: Some empirical evidence

Mainardes

Raposo

Alves

2012

Tertiary Education and Management

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Out of considerations as to the importance of university relationships with their various stakeholders, the primary objective of this research project was to identify the perceptions of academic journal editors regarding universities. Editors were asked to provide their perceptions on: (a) the relevance of universities to academic publications; (b) the mutual influence between universities and academic journals; and (c) the participation of editors in universities. Following initial exploratory research, we applied an online questionnaire and received a total of 276 responses from editors of indexed publications, enabling analysis of their perceptions. Despite editors recognizing the influence of universities on academic and scientific communities, our findings point to universities having failed in proactively reaching out to editors, especially surprising given the vast experience held by such figures. A better relationship might serve to enhance the university image and generate new opportunities for attracting resources.

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“…University stakeholders are perceived to be numerous and varied in type depending on the respective mission the university seeks to fulfil. Many studies are defining and classifying universities' stakeholders [20,[67][68][69][70][71]. In our study, we adopt the list of university stakeholders by Marshall [72] that embraces students; alumni; donors; parents; other institutions or providers; accrediting agencies; vendors and suppliers; employers; taxpayers; non-government organizations; government; and academic faculty, both individually and collectively in disciplinary groups and as members of other organizations such as unions and advocacy bodies.…”

Section: Universities As Culture Change Agents For Sustainable Develomentioning

confidence: 99%

A Conceptual Model Proposal: Universities as Culture Change Agents for Sustainable Development

2020

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This paper aims to propose a conceptual model that synthesizes the existing findings concerning universities as culture change agents for sustainable development. The model could serve as a guidance on how universities might get involved in the pro-SD activities. It also underlines the prerequisite of the quality culture that should be introduced within all the activities of universities to successfully act as culture change agents for SD. This paper builds upon the holistic and inter-disciplinary approach to demonstrate that SD does not happen in isolation and that the role of universities in its creation is significant. This study includes a literature review to contextualize the impact of universities on culture and their potential role in SD. The conclusions stemming from the literature review materialize in the proposal of the conceptual model of the university as the culture change agent for SD. The elaborated framework responds to the need for greater clarity, ordering and systematization of the role of universities in the processes of initiating, promoting and modelling the SD-oriented changes while appreciating the role of culture as an enabler, means of social change and a result of SD-focused interventions. The paper contributes to the body of knowledge by offering a novel perspective on the assumed interrelations between university, its quality culture, university main operations such as education, research and engagement with the society as well as the culture and the agency of stakeholders in the context of meeting the world’s current demands without compromising the needs of future generations.

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Stakeholder conceptions of quality in single company management education

Cited by 11 publications

References 14 publications

Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Journal Editor Perceptions of Universities: Some empirical evidence

A Conceptual Model Proposal: Universities as Culture Change Agents for Sustainable Development

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