Abstract

ARIAS COELLO, Alicia; SIMON MARTIN, José  and  SIMON BLAS, Clara. Quality assessment of a Master in Documentation, Library and Archives Management of the Complutense University of Madrid. Investig. bibl [online]. 2016, vol.30, n.70, pp.61-82. ISSN 2448-8321.  https://doi.org/10.1016/j.ibbai.2016.10.004.

This study offers an importance- satisfaction analysis of a master's degree program, whose objective is two-fold: to assess students' ability to identify those attributes where actions are needed to improve the quality of the master's program, and the suitability of this feedback instrument in assessing the impact of these actions. The study employed three groups of students enrolled in the MA program in Documentation, Libraries and Archives Management of Complutense University of Madrid. The control group consisting of students enrolled before 2011 were asked to rate the importance of and their satisfaction with set of 30 attributes indicative of the quality of the master's program. Once the most important attributes were identified, the program implemented a series of improvement initiatives. The impact of these actions were assessed by the other two groups of students enrolled in the 2011-12 and 2012-13 school years, respectively. The results show that the three groups rated the importance of each attribute similarly and that there has been a positive impact on student satisfaction as a result of the actions implemented.

Keywords : Quality of Service; Quality of Postgraduate Education; Student Survey; Importance-Performance Matrix; Educational Marketing.

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