scholarly journals DEVELOPMENT OF SERVICE QUALITY FOR STUDY PROGRAMME ‘THERAPEUTIC MASSAGE’

2020 ◽  
Vol 2 ◽  
pp. 403
Author(s):  
Una Veseta ◽  
Karīna Svētiņa ◽  
Oskars Onževs
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Five Dimensions ◽  
Therapeutic Massage ◽  
Study Programme ◽  
Quality Study ◽  
Empathy Gap ◽  
Improve Service Quality ◽  
Students Satisfaction

Higher education institutions try to provide best quality study and services in order to satisfied student. The purpose of this paper is to develop recommendations to improve service quality for study programme ‘Therapeutic massage’ (EQF study level 5). The standard questionnaire SERVQUAL (five dimensions - reliability, assurance, tangibles, empathy and responsiveness), emphasizing on measuring the gap between level of current and expected service quality was used. In total 122 students (94% of study programme`s students) have participated in research. The study examines the validity of SERVQUAL in assessing students` satisfaction with study programme. Reliability Coefficient Cronbach's Alpha 0.884. The research found that in the study programme there is a gap of current and expected service quality in dimensions empathy (gap mean score -0.28), tangibles (gap mean score -0.38), responsiveness (gap mean score -0.30) indicating that development need to be implemented to enhance the service quality. Based on the research results obtained, recommendations for improvement of service quality were developed. 

scholarly journals An investigation of students’ experience of service quality delivered by administrative staff at one site of a South African comprehensive university

2018 ◽  
Author(s):  
◽  
Mxolisi Walter Ntoyakhe
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Service Quality ◽  
South African ◽  
Higher Education Institutions ◽  
Administrative Staff ◽  
Comprehensive University ◽  
Five Dimensions ◽  
Perceptions And Expectations ◽  
The University

Over the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. Higher Education Institutions are increasingly placing greater emphasis on meeting students’ expectations and needs. As institutions of higher learning become more student orientated, student perceptions of higher educational facilities and services are becoming more essential. It is clear that there is a need to measure students’ experience of service quality in order to develop innovative academic structures, facilities and services to retain and attract new students. Therefore, this study used a mixed research approach and a nonprobability sampling technique to identify the sample size. The purpose of this study was to investigate the students’ experience of service quality delivered by administrative staff at one site of a South African Comprehensive University. Underpinned by the Gap Model of service delivery and an adapted SERVQUAL instrument, this study sought to determine perceptions and expectations of service quality across five dimensions, namely: tangibles; reliability; responsiveness; assurance; and empathy. Questionnaires were used as data collection instrument to collect data from two hundred and sixty (260) registered students; twelve (12) academic departments, residence and library administrative staff members. Questionnaires were used to gather data from administrative staff of academic department, library and residence; and registered students in one comprehensive university in South Africa. Statistical Package for the Social Sciences (SPSS) version 24 was used to analyse the data. Statistical tools that include frequencies, mean scores and tabulations were utilized to present the data from findings. The Wilcoxon signed ranks test was also utilized to further analyse the significance of the gaps. Various gaps between students’ perceptions and expectations indicating dissatisfaction with administrative services particularly among the students were identified. The findings from the study indicated that, a negative service quality gap exists at selected site of Comprehensive University in SA. The findings further suggested that issues such as service quality planning and monitoring, establishing recovery mechanisms for service failures, and student- driven service design and standards need to be high on the agenda at higher education institutions to ensure service quality. All five dimensions of SERVQUAL indicated a negative score or quality gap suggesting that the administrators of selected departments need to urgently close the gaps that exist at their institution; key recommendations were thus made to improve the gaps identified. Frequent interaction between the administrators and the students is recommended for the university as it provides important information on student expectations and perceptions. Continuous employee training to improve the existing skills is also recommended for comprehensive university employees as it can have a good impact on meeting the students’ expectations of the service quality dimensions. The study therefore, concluded that the university needed urgent intervention in terms of developing proper academic support structures, facilities and quality services that would satisfy the needs of students.

scholarly journals ASSESSMENT OF HIGHER EDUCATION SERVICE QUALITY: INTEGRATION OF SERVQUAL MODEL AND AHP METHOD

TEME ◽  
2019 ◽  
pp. 557
Author(s):  
Radenko Milojević ◽  
Marija Radosavljevic
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Ahp Method ◽  
Assessment And Evaluation ◽  
Education Service ◽  
Education Market ◽  
Survival And Growth ◽  
Students Satisfaction

In order to sustain or improve a position, higher education institutions have to realize that service quality is a critical condition for survival and growth in the education market. Therefore, the purpose of the research presented in this paper is to emphasize quality as a source of competitive advantage of higher education institutions, as well as to identify opportunities for improving service quality. The main objective of the research is to evaluate whether service quality determines students’ satisfaction. The data provided by empirical research, conducted at universities in Serbia, have been subject to model that is usually used for service quality assessment and evaluation (SERVQUAL model). This model is valuable, but certainly not sufficient for creating an improvement map. Therefore, for identification of improvement priorities, in addition to SERVQUAL model, AHP method, pared t-test, ANOVA and regression analysis have been used. The results of the analysis indicate a gap between service quality that students expect and perceive. In addition, based on quantitative analysis, priorities for improvement of service quality are identified.

scholarly journals Impact Of Service Quality On Students Satisfaction In Higher Education Institutions

2020 ◽  
Vol 6 (1) ◽  
pp. 1-18
Author(s):  
Roohul Amin ◽  
Dr. Asma Khuwaja ◽  
NisarAfridi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Private Sector ◽  
Higher Education Institutions ◽  
Public And Private ◽  
Learning Stage ◽  
Quality Of Higher Education ◽  
Public And Private Sector ◽  
Students Satisfaction

In prevalent competitive environment of higher education institutions it has become vital for the institutional management to pursue for attainment of students satisfaction and maintain it throughout their stay in the institution during the course of study. Besides many predictors, the service quality is considered very vital factor in education sector to ensure students satisfaction all along their learning stage. Therefore, this research study aims to measure the relationship between the service qualities of higher education institutions with their customers (students) satisfaction. The service quality of higher education is determined by measuring various dimensions of service quality such as; the tangibility of institution and its infrastructure, reliability in its service delivery, responsiveness of its service providers, assurance and empathy. The research furthers its measurement of relationship of each dimension of service quality with students satisfaction level with a view to ascertain significance of each or otherwise. The research intends to investigate students of public and private sector universities of Khyber Pakhtunkhwa. The research is not only expected to determine the prevalent level students satisfaction and service quality of higher education, but also help to draw a comparative analyses between the public and private sector in this regard. The research would help the management of higher education institutions to revisit and regulate their strategies to deliver better service quality to its customers by focusing each dimension of the service quality individually.

scholarly journals Factor Analysis of Service Performance in Higher Education Institutions

2020 ◽  
Vol 3 (1) ◽  
pp. 1
Author(s):  
Endah Sundaning Kinanti ◽  
Hamzah Ritchi ◽  
Sofik Handoyo
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Service Performance ◽  
State University ◽  
Performance Factors ◽  
Education Data ◽  
Improve Service Quality

This research aims to examine the determinants of service performance in higher education institutions on student perceptions. This research uses Exploratory Factor Analysis (EFA) in determining the factors. The construct is built based on the literature on service performance and higher education. Data were collected using a questionnaire to a state university with legal entity students in Bandung. The results indicate that there are seven determinants of service performance, namely reliability, assurance, tangibles, responsiveness, access, and reputation. The total variance of these factors is 65.7 percent, which means that the seven factors determine 65.7 % of service performance in higher education in Indonesia, and 34.3% is defined by other factors that are not examined in this research. The results of this study contribute to the literature on service performance factors in higher education in Indonesia. The factors can be used as a reference by higher education institutions to improve service quality in all aspects 

scholarly journals Service Quality Dimensions of Higher Education Institutions and Students’ Satisfaction: Bangladesh Perspective

2021 ◽  
Vol 9 (2) ◽  
pp. 13
Author(s):  
Dhiman Barua ◽  
Md. Sarwar Uddin
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Research Direction ◽  
Future Research ◽  
Public And Private ◽  
Statistical Measures ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Students Satisfaction

Higher education institutions (HEI’s), both public and private are increasingly focusing on meeting students’ demand as students’ perception on quality of higher educational services are becoming more important. This paper is mainly attempted to examine the relationship between service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) and students’ satisfaction. To conduct the study, a total number of 207 respondents were taken as sample from eight universities including four public universities located in Dhaka and Chittagong. Five point Likert scale type questionnaire was used to collect the data. In this study, some statistical measures such as mean, standard deviation, correlation were used to analyze the linkage. The results found that there is a positive relation between service quality dimensions and students’ satisfaction specifically tangibles and reliability have significant influence on students’ satisfaction. The study also revealed that responsiveness, assurance and empathy have insignificant relation with students’ satisfaction. This paper concludes with limitation and future research direction.

scholarly journals Students’ perceptions of service quality in Saudi universities: the SERVPERF model

2021 ◽  
Vol 17 (1) ◽  
pp. 54-66
Author(s):  
M. Sadiq Sohail ◽  
Mehedi Hasan
Keyword(s):  
Higher Education ◽  
Saudi Arabia ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Future Research ◽  
Gulf Region ◽  
Content Type ◽  
Five Dimensions ◽  
Students Satisfaction

Purpose The purpose of this study is to examine the influence of service quality on student’s satisfaction. Design/methodology/approach Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables. Findings The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction. Research limitations/implications Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction. Practical implications The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general. Originality/value This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.

Students’ satisfaction with hostel accommodations in higher education institutions

2017 ◽  
Vol 15 (5) ◽  
pp. 652-666 ◽  
Author(s):  
Ayodeji Emmanuel Oke ◽  
Clinton Ohis Aigbavboa ◽  
Marcia M. Raphiri
Keyword(s):  
Higher Education ◽  
Ethnic Groups ◽  
Higher Education Institutions ◽  
Item Score ◽  
Content Type ◽  
Significant Difference ◽  
The Difference ◽  
Higher Institutions ◽  
Students Satisfaction

Purpose There are several types of accommodation available to students of higher education institutions, and it is the responsibility of the institutions to focus on factors that can attract and retain students to their residences. This study aims to investigate satisfaction of higher institutions students with on-campus accommodation with an emphasis on the ethnicity of the students. Design/methodology/approach Using convenience sampling method, questionnaires were administered to students of selected residences in the study area. Mean item score was used to rank identified factors, whereas mean gap and Kruskal–Wallis K-test were adopted to examine the difference in opinion of students from various ethnic groups. Findings Overall, major features that make students dissatisfied with university-owned accommodations are enforcement of rule that compels all students to move out with their belongings during each recess, the effectiveness of the lift system, the size of wardrobe and closet, laundry service in the residence, numbers of electrical sockets and window quality. Considering dwelling unit features, neighbourhood, environmental, building quality and services provided by residence management, this study reveals that there is a significant difference in the satisfaction of students of diverse ethnic groups with their accommodation. Research limitations/implications The study was limited to on-campus residences owned by higher education institutions in South Africa. However, the findings of the study can be adopted for off-campus residences, and such owned by private individuals, agencies and other bodies provided are approved by the institutions. Originality/value The findings of this study will help management of higher education institutions to improve quality of services in their residences for the satisfaction of their students. Developers, contractors and other stakeholders involved in construction of these residences will also find the findings useful in designing and construction of the facilities.

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