INFORMATION AND ANALYTICAL SYSTEM FOR OBTAINING AN INTEGRATED ASSESSMENT OF THE QUALITY OF EDUCATIONAL SERVICES FROM THE POSITION OF CONSUMERS

2019 ◽  
Vol 6 ◽  
pp. 41 ◽  
Author(s):  
Tatiana Azarnova ◽  
Sergey Barkalov ◽  
Yulia Bondarenko ◽  
Natalia Kalinina
Keyword(s):  
Quality Assessment ◽  
Online Survey ◽  
Swot Analysis ◽  
Quality Criteria ◽  
Educational Services ◽  
Quality Of Services ◽  
Processing Technologies ◽  
Algorithmic Support ◽  
Analytical System

The aim of the research study is the description of the information analytical system developed by the authors for the formation of an integral linguistic assessment of the quality of educational services from the perspective of three main groups of consumers: employers, students and young professionals. The computation of the integral linguistic quality assessment is based on specially structured information obtained in the course of a voluntary online survey of consumers on specialized quality criteria for groups. A site has been developed for the online survey. The algorithmic support of the information-analytical system is based on the methods SERVQUAL, SWOT-analysis and fuzzy linguistic information processing technologies. The tools of the information analytical system allow us to obtain: linguistic assessments of the quality of services from the perspective of each group of consumers, an integral quality assessment for all consumers and automatically build a SWOT analysis matrix to develop a strategy to improve the quality of the analysed services. In accordance with modern standards of quality management, the approach to quality assessment laid down in the methodology for generating results uses the assumption that the consumer assesses the quality of services based on a comparison of his/her expectations and perceptions of the service during its receipt.  

scholarly journals Service Quality Assessment Using Servqual and Kano Models

2019 ◽  
Vol 20 (1) ◽  
pp. 94
Author(s):  
Shanty Kusuma Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Criteria ◽  
Quality Of Services ◽  
Kano Model ◽  
One Dimensional ◽  
Grade Assessment ◽  
Improve Service Quality

The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.

scholarly journals TRAINING BASED ON DIGITAL PEDAGOGY AS A FACTOR IN IMPROVING THE QUALITY OF EDUCATIONAL SERVICES AND MODERNIZATION OF EDUCATION

2021 ◽  
pp. 183-190
Author(s):  
Игорь Олегович Петрищев
Keyword(s):  
Rapid Development ◽  
Approaches To Learning ◽  
Political Stability ◽  
The State ◽  
Educational Process ◽  
Educational Services ◽  
Quality Of Services ◽  
Digital Learning ◽  
Digital Pedagogy

Стремительное развитие современного рынка образовательных услуг обусловливает необходимость детального исследования тенденций и закономерностей обучения на основе средств цифровой педагогики. Система создания и предоставления образовательных услуг определяется потребностью реализации оценки их качества. Актуальность проблемы обосновывается тем, что качество данных услуг обусловливает уровень интеллектуального потенциала государства, становится одной из важнейших предпосылок его экономической и политической стабильности, залогом конкурентоспособности на мировом рынке образовательных услуг. В статье проведен анализ цифрового обучения, его сущности, особенностей, преимуществ и потенциала в контексте образования, реализуемого в условиях цифровой экономики и информационного общества. Создание и развитие оптимальной системы сбора и обработки информации о качестве образования является на сегодняшний день одной из самых актуальных задач образовательной сферы. Обучение, построенное на основе применения средств цифровой педагогики, определяется как фактор модернизации образования и повышения качества образовательных услуг. Обращение к методам и формам цифровой педагогики, наряду с общепедагогическими подходами к обучению, позволяет оптимизировать учебно-воспитательный процесс и повысить качество предоставляемых образовательных услуг. The rapid development of the modern market of educational services necessitates a detailed study of trends and patterns of learning based on digital pedagogy. The system of creation and provision of educational services provides for the need to implement a systematic assessment of the quality of services provided by educational institutions. The relevance of this problem is justified by the fact that the quality of services determines the level of intellectual potential of the state, becomes one of the most important prerequisites for its economic and political stability, and guarantees competitiveness in the world market of educational services. The article analyzes digital learning, its essence, features, advantages and potential in the context of education implemented in the digital economy and information society. Creating and developing an optimal system for collecting and processing information about the state of the quality of education is one of the most urgent tasks of the educational sphere today. Training based on the use of digital pedagogy is justified as a factor in modernizing education and improving the quality of educational services. Using the methods and forms of digital pedagogy, along with general pedagogical approaches to learning, allows one to optimize the educational process and improve the quality of educational services provided.

The Need for Quality Assessment of mHealth Interventions

2021 ◽  
pp. 89-113
Keyword(s):  
Quality Assessment ◽  
Medication Management ◽  
Quality Criteria ◽  
Information Provision ◽  
Quality Parameters ◽  
Mobile App ◽  
Target Drug ◽  
Need To Evaluate ◽  
Mhealth Apps

With growing numbers of mHealth interventions, there is a need to evaluate the quality of existing apps based on quality assessment criteria that are grounded in published literature and health behavior research. These criteria can help identify the quality of mHealth apps from the perspectives of reliability, feature usefulness and feature convenience. This chapter will discuss the various quality criteria that are relevant for mHealth apps that target drug-related problems, as well as for medication management, through the development of two quality assessment tools. In addition to reliability, usability and privacy criteria, other feature criteria related to tele-monitoring, interaction checkers, dose calculators, medication information provision, medication records, as well as tele-support, tele-collaboration and personalization/contextualization, will be discussed. This chapter aims to provide guidance to mobile app developers, clinicians and patients on the types of quality parameters to consider in apps that are designed for pharmaceutical care and medication management.

Quality of OER from the Perspective of Lecturers – Online Survey of Quality Criteria for Quality Assurance

2021 ◽  
pp. 36-50
Author(s):  
Carla Reinken ◽  
Paul Greiff ◽  
Nicole Draxler-Weber ◽  
Uwe Hoppe
Keyword(s):  
Quality Assurance ◽  
Online Survey ◽  
Quality Criteria

The Impact of Funding on Part C Systems: Is the Tail Wagging the Dog?

2018 ◽  
Vol 40 (3) ◽  
pp. 229-245 ◽  
Author(s):  
Cynthia O. Vail ◽  
Rebecca G. Lieberman-Betz ◽  
Laura S. McCorkle
Keyword(s):  
Online Survey ◽  
National Level ◽  
Quality Of Services ◽  
Children And Families ◽  
C Programs ◽  
Part C ◽  
Perceived Impact ◽  
Provider Shortages ◽  
The Impact

The purpose of this study was to examine the characteristics of Part C programs and how funding has impacted the quality of services for children and families given ongoing budgetary concerns. Perceptions of State Early Intervention Coordinators (EICs) regarding their state Part C systems were obtained through an online survey. Using survey research methods to collect and analyze data, two primary questions were addressed in the current study: (a) What are the general characteristics of Part C programs that may be related to fiscal issues? and (b) What is the perceived impact of funding on the quality of services for children and families? A majority of respondents indicated their state program implements a primary service provider model, relies heavily on medical funding streams such as Medicaid, and is experiencing provider shortages. In addition, respondents commented on quality, trends, and funding of their state Part C programs. The findings of this study provide insight about the general characteristics of Part C programs, along with the perceived impact of funding on Part C services at the national level for policy makers, administrators, professionals, and families.

scholarly journals SWOT-Analysis of the System of Training of Future Managers (Managers in the Education System)

2021 ◽  
Vol 2 (6 (344)) ◽  
pp. 119-133
Author(s):  
Marianna Shvardak ◽  
Keyword(s):  
Education System ◽  
Professional Training ◽  
Swot Analysis ◽  
Educational Programs ◽  
Educational Process ◽  
Educational Institutions ◽  
Educational Services ◽  
State University ◽  
Effective Management

It was found that systematic monitoring of the quality of education is necessary for effective management, informed decision-making, comparison and adequate assessment of the state of professional training. This task is successfully implemented through SWOT-analysis, which identifies strengths and weaknesses, potential opportunities and potential threats, establishing relationships between them, which can be further used to form quality management strategies for the training of future heads of educational institutions. A SWOT-analysis of the system of training future leaders (managers in the education system) was conducted and a matrix was developed on the example of Mukachevo State University. This made it possible to systematize information about internal and external factors that affect the quality of the educational process. Its results allowed to determine the competitive advantages of professional training, to form strategic priorities (ways) and to get a clear algorithm of further actions. In particular: periodically review educational programs, permanently monitor the market of educational services and resources of Mukachevo State University, systematically take measures to ensure the quality of educational services under the master's educational program «Educational Pedagogical Sciences: Management of Educational Institutions». At the same time, the analysis of the research results showed that the management of the quality of training of the future head of an educational institution depends on setting standards, updating educational programs, highly qualified staff, quality organization of the educational process and effective management.

scholarly journals Modelo pherffo: avaliação da qualidade em instituição de ensino superior

2022 ◽  
Vol 3 (1) ◽  
pp. 2-20
Author(s):  
Gabriella Depiné Poffo ◽  
Gisele Kruger ◽  
Bruna Jaime Feiden
Keyword(s):  
Higher Education ◽  
Social Transformation ◽  
Evaluation Model ◽  
Interpersonal Relationship ◽  
Educational Services ◽  
Quality Of Services ◽  
Assessment Instruments ◽  
Administrative Service ◽  
Career Opportunity

Esta pesquisa tem como objetivo apresentar resumidamente os itens metodológicos utilizados para elaboração de um modelo de avaliação da qualidade dos serviços prestados pelas instituições de ensino superior, denominado PHERFFO (Performance Higher Education Poffo), a qual trata-se de uma continuidade à pesquisa de Poffo e Verdinelli (2017). Neste sentido, para a construção e validação do modelo de avaliação da qualidade de serviços educacionais buscou-se, primeiramente, traçar uma revisão de literatura baseada em teorias já validadas por diversos autores, como Parasuraman, Berry e Zeithaml (1985, 1988), Cronin e Taylor (1992), Abdullah (2006), Anil e Icli (2014), Dias Sobrinho (2010) e os instrumentos de avaliação do MEC/INEP, dentre outros estudos. Como resultado foi proposto um modelo que se divide em nove dimensões: Reputação Mercadológica, Segurança, Atendimento Administrativo, Relacionamento Interpessoal, Infraestrutura, Oportunidade de Carreira, Aspectos Educacionais, Aspectos Acadêmicos e Transformação Social. Conclui-se que traçar um panorama confiável, através de um modelo de avaliação da qualidade do serviço entregue, é o primeiro passo para aprofundar as discussões acerca da qualidade do Ensino Superior brasileiro. This research aims to briefly present the methodological items used to develop a model for evaluating the quality of services provided by higher education institutions, called PHERFFO (Performance Higher Education Poffo), which is a continuation of Poffo's research and Verdinelli (2017).  In this sense, for the construction and validation of the model for evaluating the quality of educational services, we sought, firstly, to draw up a literature review based on theories already validated by several authors, such as Parasuraman, Berry and Zeithaml (1985, 1988), Cronin and Taylor (1992), Abdullah (2006), Anil and Icli (2014), Dias Sobrinho (2010) and the MEC/INEP assessment instruments, among other studies. As a result, a model was proposed that is divided into nine dimensions: Marketing Reputation, Security, Administrative Service, Interpersonal Relationship, Infrastructure, Career Opportunity, Educational Aspects, Academic Aspects and Social Transformation. It is concluded that drawing a reliable panorama, through an evaluation model of the quality of the service delivered, is the first step to deepen the discussions about the quality of Brazilian Higher Education.

Soft Computing in the Quality of Services Evaluation

2014 ◽  
pp. 76-87
Author(s):  
María T. Lamata ◽  
Daymi Morales Vega
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Soft Computing ◽  
Service Provider ◽  
Service Providers ◽  
Quality Criteria ◽  
Quality Of Services ◽  
Quality Models ◽  
Services Evaluation

The evaluation of the Quality of Services (QoS) has been a topic of particular interest to many authors. In the literature, many works have been developed where different models are proposed to assess the QoS in different environments. These models evaluate the QoS from a set of criteria, which may vary from one environment to another, and thus they do not always have the same importance. Considering this, there have been many studies proposing techniques to evaluate the performance of the quality criteria. Techniques have also been developed to obtain the ranking of a given service provider. The purpose of this chapter is to make a literature review of service quality models, methods for determining the weights of the criteria, and the methods used to conduct an overall assessment of service providers.

scholarly journals MECHANISM FOR NEUTRALIZING INTERNAL AND EXTERNAL THREATS TO THE FINANCIAL SECURITY

2021 ◽  
Vol 4 (39) ◽  
pp. 312-319
Author(s):  
Z. Zhyvko ◽  
O. Senyshyn ◽  
N. Rushchyshyn ◽  
L. Kukharska ◽  
Kh. Drymalovka
Keyword(s):  
Higher Education ◽  
Swot Analysis ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Educational Institutions ◽  
Educational Services ◽  
Financial Security ◽  
Higher Educational Institutions ◽  
External Threats

Abstract Abstract. The main purpose of the article is to form a consistent and clear mechanism for neutralizing internal and external threats to financial security. Financial security at any level always implies a state of security against the impact of threats. Terms such as «risk», «call» and «danger» are often used. The article establishes the essence of the concepts of «financial security of higher education institution», «danger», «risk», «challenge» and «threat». Classification of threats into internal and external ones is carried out, their sources and factors are identified. The methods used to assess risks, their advantages and disadvantages are defined. It is offered to carry out an estimation of risks of financial security of higher education institutions by means of SWOT-analysis and expert methods, and using point marks to establish a generalized estimation of one expert of influence of factors of strong and weak sides of activity of higher education institution on assistance to use of possibilities and protection against threats taking into account probability of their occurrence. The generalized result of activity of higher educational institutions is calculated, which showed insignificant prevalence of internal strong factors in activity of higher educational institutions on quality of educational services provided by them and provision of financial security. Weaknesses of activity of higher education institutions on which management of quality of educational services for the purpose of maintenance of financial security should be focused, and also those strong sides of activity which potential should be used for achievement of the set goal are established. Based on the results of the study, it was identified the main weaknesses that the management of the quality of educational services should pay attention to in order to ensure the financial security of higher education institutions. It is necessary to take into account that the results of this assessment are quite variable in time, because according to the circumstances may change the system of factors, and step their influence. According to the results of the analysis, the most significant factors of internal and external environment of the institution of higher education were identified, and the matrix of components of the SWOT-analysis will take shape.  Keywords: financial security, threats, higher education institutions, education, risk.  JEL Classification B26, G29, I22, P43  Formulas: 3; fig.: 0; tabl.: 1; bibl.: 15.

scholarly journals Methods of assessing the quality of services: comparative analysis

2016 ◽  
Vol 4 (3) ◽  
pp. 374-382
Author(s):  
Н Ватолкина ◽  
N Vatolkina
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Evaluation ◽  
Quality Of Services ◽  
Methods Development ◽  
Methods Of Evaluation ◽  
Different Types ◽  
Service Quality Evaluation

The article presents a review of methods for assessing service quality on the basis of author´s classification in accordance with the evaluation subject and the purpose of the method. Author gives brief description of the main groups of methods of evaluation of components of service quality, evaluation of customer experience and evaluation of customer satisfaction; provides their comparative characteristics taking into account the evolutionary nature of the methods development. The author outlines specific features of quality assessment of service quality and makes the conclusion that general methods should be adapted to the services of different types and nature.

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