Measuring internal service quality: the case of the Greek public higher education institutions

2019 ◽  
Vol 32 (2) ◽  
pp. 268-287 ◽  
Author(s):  
Kornilia Skarpeta ◽  
Maria Koemtzi ◽  
Dimitrios Aidonis
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Service Quality ◽  
Factor Model ◽  
Five Factor Model ◽  
Higher Education Institutions ◽  
Public Organizations ◽  
Internal Quality ◽  
Content Type ◽  
Internal Service Quality

Purpose The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the concept of internal service quality and to identify the factors that support the attainment of high levels of internal quality. Internal service quality refers to the quality of services offered between units and/or employees within an organization and achieving internal quality in public authorities can contribute to the sustainability of the public sector. Design/methodology/approach A survey was conducted among administrative staff of the publicly owned Greek Higher Education Institutions. The research instrument uses a three-level approach on internal service quality: individual, departmental and organizational. The model was tested using exploratory and confirmatory factor analysis. Findings Findings reveal a five-factor structure of internal service quality by adding the factors of interdepartmental quality and the human aspect of internal service provision. Analysis of the data suggests that internal service quality is dependent on the level of responsibility of the respondent’s job. Research limitations/implications There is evidence that the individual internal service quality factor needs to be enhanced with more items. In addition, in order to gain generalizable results, further research should be conducted in various types of public organizations. Originality/value This study examines a questionnaire that evaluates internal service quality and proposes a basic five-factor model for estimating this type of service quality. It also triggers the use of internal service quality theory within public sector organizations.

A new insight into alumni satisfaction model for Islamic higher education institutions (IHEI)

2018 ◽  
Vol 41 (12) ◽  
pp. 1411-1437 ◽  
Author(s):  
Abdur Rafik ◽  
Anjar Priyono
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation ◽  
Higher Education Institutions ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Matrix Analysis ◽  
Content Type ◽  
Satisfaction Model

Purpose The purpose of this study is to explore and decompose a satisfaction model using alumni’s perspective for Islamic-based higher education institutions (IHEI) with the antecedent of perceived quality and value and the consequence of loyalty. Design/methodology/approach A study was used, using 44-item, a ten-point Likert-scale questionnaire administered to 360 alumni from various classes started from the 1970s till 2000s. Theoretical-based, national qualification framework of Indonesian higher education and management-based considerations were involved in developing a survey. Data were analyzed using partial least square-structural equation model and decomposed into strategic management map using importance-performance matrix analysis. Findings The most important determinants of alumni satisfaction and loyalty in IHEI is the IHEI’s ability to develop career capability through enriching knowledge. Moreover, the presence of good environment and Islamic value embodiment supporting learning programs on campus is the most significant trigger for the knowledge development. Research limitations/implications The results were generated from a specific department. Additional studies are needed to test if the results are not department (institution)-specific. Practical implications This study provides strategic directions for management to improve the critical aspects of the system by providing the inputs to the extent to which the service quality delivered may contribute to end-customers’ satisfaction. Originality/value It contributes to the literature on satisfaction and service quality issues by incorporating ideological aspect, by investigating the feasible model of customer satisfaction in the perspective of alumni for IHEI.

Service quality in higher education institutions: qualitative evidence from the students’ perspectives using Maslow hierarchy of needs

2020 ◽  
Vol 12 (3) ◽  
pp. 371-384 ◽  
Author(s):  
Jawad Abbas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Deductive Reasoning ◽  
Higher Education Institutions ◽  
Teaching Quality ◽  
Hierarchy Of Needs ◽  
Framework Analysis ◽  
Content Type ◽  
Individual Interviews ◽  
Quality In Higher Education

Purpose Higher education institutions (HEIs) are responsible for training and transforming the students into valuable resources. Although students are believed to be the principal stakeholders in HEIs, limited research studies are available on service quality (SQ) in HEIs from students’ perspectives. This study aims to bridge this gap by investigating the factors, which constitute SQ in HEIs, specifically from students’ perspective, as existing literature on this topic is either from management and general perspective or is time dated. Design/methodology/approach The current study contributes by reviewing qualitative responses received through interviews and focus groups session with 43 students from 3 Turkey-based private HEIs. Data was collected from 43 students through 26 individual interviews and 3 focus group sessions and was analyzed through deductive reasoning using narrative and framework analysis with open coding. Findings The analysis of data indicated six main themes, specifically: teaching quality, facilities, support staff quality, employability links, safety and security and extra-curricular activities as indicators of SQ from students’ perspective. The findings of the study strongly comply with Maslow’s hierarchy of needs and take steps by identifying employability and safety and security as new emerging indicators of the existing literature of SQ in HEIs. Originality/value The existing literature lacks to provide qualitative data on SQ in HEIs from students’ perspectives in Asian countries, particularly, in Turkey, the place of current research. The findings of the present research provide valuable insights to HEIs’ management to understand students’ perceptions of SQ, their expectations and experiences.

Factors of higher education quality service: the case of a Peruvian university

2020 ◽  
Vol 28 (4) ◽  
pp. 219-238
Author(s):  
María del Carmen Arrieta ◽  
Beatrice Avolio
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Latin American ◽  
Higher Education Institutions ◽  
Private University ◽  
Curriculum Planning ◽  
Educational Quality ◽  
Content Type ◽  
Education Service

Purpose The purpose of this paper is to examine the factors that impact the quality of the education service in a Peruvian private university, based on the perception of students and graduates. Design/methodology/approach The sample consisted of 29 students and 20 graduates from the Administration and Finance Program of a Peruvian private university. The data was collected through focus groups and in-depth interviews based on the students’ and graduates’ perspectives of their experiences. The collected data was subjected to content analysis. Findings The study identified ten factors or the underlying dimensions that drive the quality of the education service provided by a Peruvian private university. The factors are professors, lecturers, curriculum, extracurricular activities, position and recognition of the university, infrastructure, library, admission, adequate communication mechanisms with faculty and authorities and services. The main quality indicators of the education service were the professors and curriculum planning. As the students were using the education service, they were more focused on “how” they received the service, rather than “what” services they received, i.e. they evaluated the quality of the process. In contrast, graduates gave more importance to functional service quality. They evaluated the quality of “what they received,” i.e. the result. Research limitations/implications The study has several limitations. First, the qualitative approach does not allow generalizing data. The sample size was relatively small and only involved one Peruvian private university. The study was based on the respondent’s perceptions, which were considered accurate. Practical implications Based on the study findings, the authors made recommendations to meet the needs of the students and graduates. These findings can help universities to develop strategies that improve educational quality and to allocate resources more effectively. Further research could focus on factors that impact service quality in higher education at different stages of the student lifecycle, namely, applicants (service expectations), students (quality of the process) and graduates (results). The authors suggest validating these results quantitatively. Originality/value The study proposes a framework of the higher education service quality based on the experiences of students and graduates that can be used by higher education institutions to continue improving educational quality. The originality of the study lies in the perspective on service quality according to the experiences of students and graduates. Also, this study provides empirical evidence on service quality research in Latin American higher education institutions.

The mediating effect of service quality and organizational commitment on the effect of management process alignment on higher education performance in Makassar, Indonesia

2018 ◽  
Vol 31 (2) ◽  
pp. 410-425 ◽  
Author(s):  
Sumardi Fernandes ◽  
Adji Achmad Rinaldo Adji Achmad Rinaldo
Keyword(s):  
Higher Education ◽  
Organizational Commitment ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Educational Performance ◽  
Management Process ◽  
Content Type ◽  
The Relationship ◽  
High Educational ◽  
Process Alignment

Purpose The purpose of this paper is to analyze the relationship between management process alignment, service quality, organizational commitment and high educational performance. Design/methodology/approach The population of this study was all higher education institutions which provide undergraduate program and operate in Makassar. This study included a total sample of 312 respondents. Findings There is significant effects of mediation variables of service quality (M1) and organizational commitment (M2) on the relationship between management process alignment (X) and high educational performance (Y) in Makassar, Indonesia. Research limitations/implications For this study, cross-sectional data are used considering only one point of time due to which it is harder to see developments. There is a diversity of the characteristics of respondents, especially in terms of age, education, and status, so there is a possibility of a different perception of the content of the questionnaire that affected the selected answer. Originality/value This study considered the significant effects of mediation variables of service quality (M1) and organizational commitment on the relationship between management process alignment (X) and high educational performance. Previously, no research has been undertaken to examine the relationship between the location of the study and higher education institutions in the context of Makassar, Indonesia.

Are higher education institutions in Europe preparing students for IPSAS?

2019 ◽  
Vol 33 (2/3) ◽  
pp. 363-378 ◽  
Author(s):  
Berit Adam ◽  
Isabel Brusca ◽  
Eugenio Caperchione ◽  
Jens Heiling ◽  
Susana Margarida F. Jorge ◽  
...  
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Financial Management ◽  
Higher Education Institutions ◽  
Accounting Standard ◽  
Content Type ◽  
Eu Member States ◽  
Public Sector Accounting ◽  
Future Education ◽  
Near Future

Purpose The purpose of this paper is to analyze whether higher education institutions (HEIs) in EU Member States are aware of the relevance of the ongoing reforms in public sector accounting (PSA) and the need to prepare their students to become expert professionals in that area. It particularly assesses whether these organizations currently provide, or will provide in the near future, education on International Public Sector Accounting Standard (IPSAS)/EPSAS, so that a sufficient number of graduates will be ready to match the foreseeable demand for experts in IPSAS/EPSAS. Design/methodology/approach Adopting a purposive sample, the paper compares the situation in four EU countries (Germany, Italy, Portugal and Spain). Data have been obtained through a questionnaire provided to selected professors in relevant HEIs in the selected countries. Findings HEIs are giving only limited room to PSA and financial management, with differences in terms of program offerings and coverage of topics among the four countries. Furthermore, in most cases, the programs are adapted to the national budgetary and accounting standards and courses are seldom focused on the IPSASs. Originality/value The paper contributes to the literature on PSA harmonization, through an innovative analysis of PSA and financial management teaching, both at national and international levels.

Can adaptive–academic leadership duo make universities ready for change? Evidence from higher education institutions in Pakistan in the light of COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aamna Tariq Mukaram ◽  
Kashif Rathore ◽  
Mukaram Ali Khan ◽  
Rizwan Qaiser Danish ◽  
Syed Sohaib Zubair
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Leadership Styles ◽  
Online Survey ◽  
Higher Education Institutions ◽  
Readiness For Change ◽  
Academic Leadership ◽  
Adaptive Leadership ◽  
Equation Modeling ◽  
Content Type

Purpose In rapidly changing global village, individuals, organizations and the society are faced with various unforeseen challenges every day, and these challenges continuously trigger and test the instincts for survival, and higher education is of no exception. In the context of today’s most critical uncertainty, i.e. COVID-19, the purpose of this study is to highlight the significance of two leadership styles, i.e. adaptive and academic leadership, and assessing readiness for change among higher education institutions (HEIs) of Punjab, Pakistan. Design/methodology/approach An online survey was conducted to collect data from 404 permanent faculty members in the public sector universities identified using stratified random sampling. The hypotheses developed were tested using co-variance-based structural equation modeling. Findings As per the findings, both leadership styles as exogenous constructs and the presence of organizational learning capability as mediators contributed positively in crafting organizational readiness for change (ORC) among HEIs in the course of unpredictable circumstances. Practical implications The COVID-19 episode globally has reiterated the importance of change, and the role of leadership in this regard cannot be undermined. This study, for that matter, stresses on the importance and benefits of academic and adaptive leadership dealing with uncertainties or change and the readiness of HEIs for change. Several institutions faced challenges in doing so, and the transition was not smooth, except for institutions where leaders were the differentiating factor. On top of it, institutions that had timely invested in digital systems and had enhanced organizations learning capacity survived in these turbulent times. Originality/value COVID-19 has placed tremendous challenges on HEIs to adapt with the rapidly changing conditions. Hence, this study is unique in understanding the academic and adaptive leadership styles in context of ORC. This study further helps in understanding that how public sector universities that are already influenced by stringent bureaucratic structures react to change.

Measurement of perceived service quality in higher education institutions

2017 ◽  
Vol 25 (4) ◽  
pp. 415-439 ◽  
Author(s):  
Danilo Soares Silva ◽  
Gustavo Hermínio Salati Marcondes de Moraes ◽  
Ieda Kanashiro Makiya ◽  
Francisco Ignácio Giocondo Cesar
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Web Of Science ◽  
Higher Education Institutions ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality In Higher Education ◽  
Online Library ◽  
Single Instrument ◽  
Selection Of

Purpose This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide. Design/methodology/approach A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents. Findings The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey. Originality/value The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.

Evaluating the service quality of solar product companies using SERVQUAL model

2019 ◽  
Vol 13 (3) ◽  
pp. 670-693 ◽  
Author(s):  
Vikas Kumar ◽  
Bikramjit Singh Hundal
Keyword(s):  
Energy Source ◽  
Solar Energy ◽  
Service Quality ◽  
Sample Size ◽  
Factor Model ◽  
Five Factor Model ◽  
Renewable Energy Sources ◽  
Satisfaction Level ◽  
Content Type

Purpose This study aims to consider a five-factor model to evaluate the service quality of solar product companies in the context of rural Punjab (India) and validate the proposed model. In addition, the study considered the factors which affect the service quality of solar product companies. Design/methodology/approach A five-factor model of service quality has been tested for reliability and validity by confirmatory factor analysis. For determining satisfaction of the solar product users, SERVQUAL model/gap analysis has been applied. Five dimensions, namely tangibility, reliability, responsiveness, assurance and empathy have been considered to assess the overall satisfaction level. A modified scale of Parasuraman incorporated in 1985 has been used as a survey instrument for research. A sample size of 345 solar submersible pump users was selected. Findings The study concluded that dimensions such as reliability, responsiveness, assurance and empathy have lesser gap. The major gap has been found in the tangibility dimension which includes variables like modern design of solar energy products, facilities and attractiveness, variety of solar products and performance of solar products, etc. Research limitations/implications As primary data are concerned, the biasness of the respondents may affect the results of the study. The survey has been conducted in the Punjab region, and a sample size is 345 only which may not reflect the broader picture. Practical implications Solar energy has huge benefits in the Indian agriculture sector. The erratic state of power supply in India casts important costs on agriculture productivity. One such segment concerns systems, an important input for agriculture production. The study has implications for solar energy product manufacturers, as it makes them aware about customer perception toward services of solar product companies. Social implications To decrease pollution and to save the environment, solar energy technologies have a good potential energy source and to meet the global energy demand, as it is the most promising and reliable energy source. Originality/value The existing studies in the context of service quality of solar product companies in Punjab have been majorly confined to proposing key drivers toward adoption of renewable energy sources. By providing an insight into the satisfaction level of farmers for solar submersible pumps, the proposed study attempts to fill the gap. As the study relates to solar product users in rural Punjab, the findings will be of additional value to solar product companies which are manufacturing solar products. Therefore, it is expected that this research will fill the gap in literature by studying empirically the service quality of solar product companies.

Internal marketing and customer-contact employees’ attitudinal outcomes

2017 ◽  
Vol 30 (1) ◽  
pp. 124-143 ◽  
Author(s):  
Arleen Hernández-Díaz ◽  
Theany Calderon-Abreu ◽  
Maria Amador-Dumois ◽  
Mario Córdova-Claudio
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Higher Education Institutions ◽  
Internal Marketing ◽  
Small Sample ◽  
Internal Communication ◽  
Public Higher Education ◽  
Customer Contact ◽  
Content Type ◽  
The Public

Purpose Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and limitations. The purpose of this paper is to explore the relation of internal marketing (IM) with employees’ attitudinal outcomes, which aim to stimulate and retain motivated and customer-conscious contact employees. Design/methodology/approach Survey data of 94 customer-contact employees in a public higher education institution were analysed using partial least squares path modelling to explore and predict key target constructs. Findings The results demonstrate the relationship between customer-contact employees’ service empathy (SE), institutional IM initiatives and employees’ attitudinal outcomes in the public sector, specifically higher education institutions. Research limitations/implications The current study relies on self-reported data and a small sample of customer-contact employees working only on enrolment-related areas. Further studies should be designed for theory confirmation and generalizability of the results. Practical implications Top managers in public higher education institutions must encourage organizational identification through IM initiatives, such as well-established internal communication procedures. Academic management should continuously train and retain customer-contact employees that have developed SE and a sense of belonging to the organization. SE must be incorporated in the job descriptions and training of customer-contact employees. Originality/value The study contributes to the limited literature on the use of IM and SE in the public sector, specifically higher education institutions.

First-time adoption of International Public Sector Accounting Standards by Russian universities: Practical aspects

2020 ◽  
Vol 23 (4) ◽  
pp. 364-383
Author(s):  
L.I. Kulikova ◽  
I.I. Yakhin
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Financial Reporting ◽  
Higher Education Institutions ◽  
Accounting Standards ◽  
Educational Process ◽  
Academic Excellence ◽  
Public Sector Accounting ◽  
First Time ◽  
Russian Universities

Subject. This article examines the practice of first-time applying the International Public Sector Accounting Standards (IPSAS) by Russian higher education institutions. Objectives. The article aims to identify and address the problems associated with such application, and conduct a critical analysis of Russian universities' compliance with the requirements of the International Standards on their first-time adoption. Methods. For the study, we used observation, systematization, and a comparative analysis. Results. The article examines and describes the practical experience of the first-time use of IPSAS in the preparation of reporting by Russian educational institutions participating in the Russian Academic Excellence Project (5Top100 Project). It presents the results of the most typical reclassification adjustments of reporting items made by the universities when preparing their inductive statements of financial position as of the date of transition to IPSAS. Conclusions and Relevance. Most of the universities studied complied with the requirements of the IPSAS first-time adoption and provided comparative information in their first IPSAS financial reporting. The importance of the study is to justify the provision that financial reporting in accordance with IPSAS is appropriate to improve the international competitiveness of universities, which makes it possible to better reflect financial information on the activities of universities. The results of the study can be used in the practical activities of the Russian economy public sector organizations, and in the educational process of higher education institutions.

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