Construcción de una escala para medir la calidad del servicio de las universidades: Una aplicación al contexto chileno

The success of universities is determined primarily by the quality of services they offer to their students. Some countries have proposed scales for measuring the quality of services at their Universities. Due to characteristics of the higher education market in Chile, a scale should be constructed with a sufficient degree of reliability, validity and dimensionality to measure the quality of services offered by universities in this country. Results show that the scale for quality of services offered by universities from the students' viewpoint, created in this study and called U-CalS, is a multidimensional construct that differs from all previously proposed scales. It examines the concept of service quality from a wider perspective and does not focus only on certain criteria in defining the quality of higher education services. The importance of these results lies in that the scale provides a tool for Chilean universities to measure and manage the quality of services as perceived by their students.