Quality in Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish studentsâ€™ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

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Cidadania docente universitária: a perspectiva dos diplomados

Revista Brasileira de Estudos Pedagógicos ◽

10.24109/2176-6681.rbep.80i196.979 ◽

2019 ◽

Vol 80 (196) ◽

Author(s):

Arménio Rego

Keyword(s):

Higher Education ◽

The Self ◽

Citizenship Behaviors ◽

Performance Score ◽

University Teachers ◽

Self Confidence ◽

Global Performance ◽

Participatory Behavior ◽

The One ◽

Quality In Higher Education

Dois objetivos nortearam o presente estudo: a) mostrar como os diplomados com um curso superior se sentem influenciados por quatro comportamentos de cidadania (comportamento participativo, orientação prática, conscienciosidade e cortesia) de antigos professores, no que concerne a duas variáveis de impacto (motivação profissional e autoconfiança); b) estudar as concepções desses indivíduos acerca do significado da excelência docente universitária. Foram inquiridos 209 diplomados com curso superior, que foram convidados a descrever os comportamentos de um antigo professor à sua escolha. Os resultados mostram que: a) as quatro categorias comportamentais explicam 79%, 70% e 40% da variância, respectivamente, numa cotação global de desempenho docente atribuída pelos diplomados aos seus antigos professores, na motivação profissional dos mesmos, e na sua autoconfiança; b) os inquiridos consideram que os excelentes professores são os que se orientam fortemente para essas quatro categorias comportamentais. Palavras-chave: cidadania; professores universitários; motivação profissional; autoconfiança; qualidade no ensino superior. Abstract This study aims to show how the citizenship behaviors of university teachers (CBUT) relate with: a) the professional motivation and self-confidence of their students; b) a global performance score given by their students. Four CBUT dimensions were investigated: participatory behavior, practical orientation, conscientiousness and courtesy. A sample of 209 graduates, from several organizations and occupations, was collected. The main results are: a) the four CBUT dimensions explain 79% of the global performance score variance, 70% of the professional motivation variance, and 40% of the self-confidence variance; b) according to the graduates, the excellent teacher is the one who scores well on the four CBUT dimensions. Keywords: citizenship behaviors; university teachers; professional motivation; selfconfidence; quality in higher education.

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