Resumo

ARAYA-CASTILLO, Luis; ESCOBAR-FARFAN, Manuel; BERTOLO MOYANO, Eduardo  e  BARRIENTOS ORADINI, Nicolás. Model proposal for service quality of business schools in Chile. Pensam. gest. [online]. 2016, n.41, pp.91-115. ISSN 1657-6276.

ABSTRACT Business schools face high levels of competition. In this scenario, managers of business schools must measure the perception about the quality of service provided in their main clients, a knowledge, students. Managers should use measuring instruments that take into account the characteristics of business schools. However, the scales proposed in the literature focus on universities as a whole. Therefore, the objective of this research is a reflective model on the quality of service in business schools, which is a service called Business School Quality (BSQS). The methodology used is exploratory and cross-sectional, using 200 semi-structured questionnaires, 24 in-depth interviews and 4 focus groups for business school students, as well as the opinion of 6 experts in higher education and 5 senior school managers The results obtained meet the requirements of content validity, which indicate that there are 9 dimensions that compose this model proposal: 1. teachers competences, 2. attitude and behavior teachers, 3. personal administrative skills, 4. attitude And behavior Administrative staff, 5. administrative services, 6. curriculum, 7. organization of courses, 8. institution support and 9. online services. This article proposes with a model proposal to the literature, as an approximation to the perception of quality of services before the business schools, since there is at present no tool that specifies sea in this industry.

Palavras-chave : service quality; model; business schools; Chile.

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