scholarly journals Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana

2018 ◽  
Vol 12 (1) ◽  
pp. 36-52 ◽  
Author(s):  
Precious Agbeko D. Mattah ◽  
Albert Justice Kwarteng ◽  
Justice Mensah
Keyword(s):  
Service Quality ◽  
Principal Component ◽  
Education Institution ◽  
Academic Programs ◽  
Quality Service ◽  
Content Type ◽  
The University ◽  
Graduating Students ◽  
Academic Services

Purpose The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of service quality were rated and the extent of satisfaction among the students was determined. Another issue explored was whether the satisfaction among the respondents inures to their loyalty to the university. Design/methodology/approach A questionnaire was designed, pre-tested and administered to 500 graduating students, and 482 of them were returned for analyses. Principal component analysis was used to determine the indicators of service quality. Independent sample t-test and z-test for proportions were used to compare mean scores and proportions of respondents on various variables, respectively. Findings The results revealed three indicators of service quality which include quality of academic services and facilities, quality of lecturers and quality of academic programs. Graduands were satisfied with academic services, lecturers and programs. They were, however, not satisfied with the quality of facilities. Majority of the respondents will remain associated with the university as a result of their satisfaction with the services, lecturers as well as programs of the university. It is recommended that the university works assiduously on improving infrastructural facilities to help boost the confidence of the students in the university. Originality/value This paper argues that what constitutes quality service vary from one academic institution to the other. It is, therefore, needful for institutions to determine from the perspective of their students what may indicate quality service.

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

scholarly journals The importance of university facilities for student satisfaction at a Norwegian University

Facilities ◽  
2015 ◽  
Vol 33 (13/14) ◽  
pp. 744-759 ◽  
Author(s):  
Thor-Erik Sandberg Hanssen ◽  
Gisle Solvoll
Keyword(s):  
Student Satisfaction ◽  
Student Perception ◽  
Education Institution ◽  
Student Life ◽  
Computer Access ◽  
Content Type ◽  
The University ◽  
Practical Implications

Purpose – This paper aims to explore the influence of higher education institution (HEI) facilities on overall student satisfaction, and to identify the distinct facilities that most strongly influence student overall satisfaction with HEI facilities. Design/methodology/approach – A tailor-made questionnaire is developed to measure student perception about student life, including their perceptions about the facilities at the HEI they attend. Two econometric models are estimated using OLS regression analysis. Findings – The factor that most strongly influences student satisfaction with university facilities is the quality of its social areas, auditoriums and libraries. Conversely, it is determined that computer access on campus does not influence student satisfaction. Research limitations/implications – The sample includes data only from a single university. Moreover, only Norwegian students at the university participated in the survey. Practical implications – Based on our findings, the most effective strategy to improve student overall satisfaction with the facilities at an HEI is to improve the quality of social areas, auditoriums and libraries. Such a strategy will result in students who are more satisfied with the HEI they are attending and, thereby, increase the HEI’s chances of long-term success. Originality/value – To the best of our knowledge, this is the first study to identify the facilities that most strongly influence the overall satisfaction of students with the facilities at HEIs.

scholarly journals Services quality of Islamic university

2018 ◽  
Vol 2 (2) ◽  
pp. 71-84
Author(s):  
Irwan Misbach
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Services Quality ◽  
A Value ◽  
Importance Analysis ◽  
The University ◽  
Academic Services

This study is to determine the level of student satisfaction with the service quality of islamic university. The study sample was 83 people based on accidental sampling, using Performance-Importance Analysis. The results of this study found that high religious students who received administrative and academic services were in the very satisfied category with a value of 98.3%. However, there is a service that must be a concern of the university, namely the ability of the university to respond or act quickly in solving problems faced by students. In addition, the quality of service that is prioritized is not very important for students, so the implementation seems ordinary because students are quite satisfied with the service. Services included in this category are representative service rooms, complete learning, attractive-looking staff, fast and appropriate services, and complicated procedures.

A theoretical framework for managing intellectual capital in higher education

2019 ◽  
Vol 33 (5) ◽  
pp. 919-938 ◽  
Author(s):  
Giuseppina Iacoviello ◽  
Elena Bruno ◽  
Antonella Cappiello
Keyword(s):  
Higher Education ◽  
Intellectual Capital ◽  
Education Institution ◽  
Theoretical Framework ◽  
Content Type ◽  
Quality Of Higher Education ◽  
Pilot Model ◽  
The University ◽  
The Impact

Purpose The purpose of this paper is to identify, through the preparation of a theoretical framework, the drivers able to highlight the relationships between universities and stakeholders in the area of higher education. It also intends to stress the importance of intellectual capital (IC) regarding its contribution to create the quality of higher education. Design/methodology/approach The method, through the repetition of different “rounds” of interviews with questionnaires, tends therefore to create situations of comparison, verification and discussion of the different hypotheses prefigured, and then come to a convergence of both scenarios and dates of realization. Findings The paper provides a system of indicators for assessing the quality of relationships between stakeholders in the key processes of the universities. Research limitations/implications The paper provides a pilot model that needs further adjustments in itinere, based on rigorous empirical tests conducted to confer on it the characteristics of universal applicability within the university context. Practical implications The major contribution of the model is evident from the resulting interpretative process, which makes it possible to deduce, from the performance indicators, the strategies put in place by the university to achieve their goals, that is, to prepare any interventions for the optimization of the management of IC which can create the quality of higher education institution. Originality/value None of the models presented in the literature details the quality of the relationship between stakeholders in the key processes of the universities and therefore neither investigates the impact produced by them on the performance of the university nor on the way stakeholders perceive the usefulness of the knowledge transmitted or the level of customer satisfaction achieved, as indeed the most recent research on the subject envisages.

Factors influencing service quality

2019 ◽  
Vol 37 (2) ◽  
pp. 215-228 ◽  
Author(s):  
Samson Oluseun Ojekalu ◽  
Olatoye Ojo ◽  
Timothy Tunde Oladokun ◽  
Sumoila Aremu Olabisi
Keyword(s):  
Principal Component Analysis ◽  
Service Quality ◽  
Management Practice ◽  
Principal Component ◽  
Component Analysis ◽  
Property Management ◽  
Content Type ◽  
Factors Influencing ◽  
Five Axes

Purpose The purpose of this paper is to examine factors influencing service quality of the property managers to the occupiers of shopping complexes in Ibadan, Nigeria. This was with a view to providing information that could enhance property management practice. Design/methodology/approach Primary data were used for the study. The study area was stratified into five axes using major roads where shopping complexes were highly concentrated. Systematic sampling technique was used to select 139 out of 276 shopping complexes in the study area. The data obtained were analyzed using mean ranking and principal component analysis. Findings The study found that ineffective employee’s compensation, high employee turnover, lack of continuous improvement culture, inadequate use of employee empowerment, inadequate staff, lack of teamwork, inability to see tenants as customer, lack of motivation, education and training of the property managers and poor planning among others were the most significant factors influencing service quality of the property managers using mean ranking. The study further found that professional and empowerment factor, teamwork and motivation factor, customer related factor, work volume and operation factor, skills and job satisfaction factor, top-management commitment factor, experience and communication factor as well as financial factor were the factors influencing service quality of the property managers using principal component analysis. Practical implications This study will aid the property managers of shopping complexes in identifying areas which needed to be improved upon in order to provide quality service to occupiers thereby enhancing tenant retention and loyalty. Originality/value Previous studies on factors influencing service quality have been focusing on hospitality, healthcare, real estate agency and library industries. This study is one of the very few studies that examined factors influencing service quality of property managers of shopping complex. Also, the paper underlines the need for property managers of shopping complexes to give required attention to factors influencing service quality for enhanced property management practice.

The Internet Connection as Academic-Services Provider: An Assessment of Technology’s Relevance to the Curriculum by the Student Internet Users

10.17158/191 ◽  
2011 ◽  
Vol 17 (2) ◽  
Author(s):  
Neil C. Capricho ◽  
Michael M. Obenque ◽  
Fe Monique F. Musni
Keyword(s):  
Ease Of Use ◽  
Academic Programs ◽  
The Internet ◽  
Internet Connection ◽  
Internet Users ◽  
Immaculate Conception ◽  
Computer Aided ◽  
The University ◽  
Academic Services

<p>This descriptive study determined whether the quality of internet connection at the college unit of the University of the Immaculate Conception in Davao City is significantly related to the academic services availed of by the student internet users. Employing stratified proportional random sampling, 365 students from the various programs of the university measured the levels of quality of internet connection and their availment academic services to assess the relevance of technology to the current curriculum of the university. The survey data generated using the researcher-made questionnaire (α=0.914) and the narrative accounts revealed by the FGD participants resulted in the following findings: internet speed can provide satisfaction or dissatisfaction to the users depending on the activities they intend to do; computer-specification performance level depends on functionality and ease of use; computer-aided academic services maximize student’s learning; computer-aided academic services are influenced by the quality of internet connection, and students, regardless of their academic programs; have the same perception as regards the quality of the internet connection in the university.</p>

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

Service quality of the University of the Punjab's libraries

2010 ◽  
Vol 11 (3) ◽  
pp. 313-325 ◽  
Author(s):  
Alia Arshad ◽  
Kanwal Ameen
Keyword(s):  
Service Quality ◽  
The University

Technical services and user service improvement

2006 ◽  
Vol 27 (6/7) ◽  
pp. 505-514 ◽  
Author(s):  
Jie Huang ◽  
Katherine Wong
Keyword(s):  
Point Of View ◽  
Service Improvement ◽  
Key Factors ◽  
Content Type ◽  
University Of Oklahoma ◽  
Online Catalog ◽  
Efficient Processing ◽  
The University ◽  
Technical Services

PurposeFrom the cataloging librarians' point of view, this paper aims to present how technical services, especially the cataloging department, can play important roles in the improvement of user services.Design/methodology/approachThe paper examines the practices of the University of Oklahoma Libraries.FindingsThe paper identifies several aspects in which technical services can enhance the quality of user services, especially in the cataloging department. A library's online catalog becomes the first point of access to the library's information resources. Its quality can be improved and enriched in many ways to raise users’ satisfaction. Aside from the improvement in technical aspects, efforts should also be made to promote collaboration between technical and public services so as to ensure efficient processing of materials and to meet the needs of library users.Originality/valueThe value of the paper is in showing that the quality of an online catalog and the cooperation between public and technical services are two of the key factors in achieving high quality of user services.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

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