scholarly journals Service failure and complaints management in higher education institutions

2021 ◽  
Vol 10 (3) ◽  
pp. 514-521
Author(s):  
Steven Kayambazinthu Msosa
Keyword(s):  
Higher Education ◽  
Management System ◽  
Service Failure ◽  
Higher Education Institutions ◽  
Cross Sectional Study ◽  
Full Time ◽  
Cross Sectional ◽  
Service Failures ◽  
Institutions Of Higher Learning ◽  
Quantitative Descriptive

The higher education sector has evolved over the past decade due to the ever-changing needs of students who are its primary customers. As a result, most students have to deal with unmet expectations which subsequently lead to service failure. Even though service failure cannot be eliminated, higher education institutions are expected to provide an effective complaints management system to resolve student problems and service failure incidents. This study analyzed service failure and complaints management in higher education institutions. A quantitative, descriptive, and cross-sectional study was undertaken using 430 full-time students across three public universities in South Africa. The findings of this study showed that students encounter various forms of service failures in institutions of higher learning with the majority experiencing service failures in respect of funding and academic registration. Also, most of the students were generally satisfied with the complaints management system. Thus, this study can help institutional managers to understand service failure incidents confronting the sector. Furthermore, the study provides an opportunity for institutional managers to assess the effectiveness of the complaints management system and make improvements to ensure a better student experience

scholarly journals ASSESSING THE INFLUENCE OF SERVICE RECOVERY STRATEGIES ON DISTRIBUTIVE JUSTICE IN HIGHER EDUCATION INSTITUTIONS

2019 ◽  
Vol 77 (4) ◽  
pp. 478-488
Author(s):  
Steven K. Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Higher Education ◽  
Distributive Justice ◽  
Service Failure ◽  
Higher Education Institutions ◽  
Service Recovery ◽  
Cross Sectional ◽  
Non Profit ◽  
Recovery Strategies ◽  
Quantitative Descriptive ◽  
The Impact

In recent times, students in higher education institutions have raised their expectations and are becoming less tolerant to poor service. The reality is that service failures are bound to happen. However, effective service recovery strategies could minimise the impact of service failure. The aim of this research was to analyse the influence of service recovery strategies on distributive justice in higher education institutions. A total of 430 students from three public universities in South Africa participated in this research as respondents. The research adopted a quantitative, descriptive and cross-sectional approach. The findings of this research showed that compensation and explanation have a positive and significant influence on distributive justice. Furthermore, the results showed a positive and insignificant influence of apology on distributive justice. The findings of this research are a wake up call to higher education institutions to focus on the two strategies of service recovery, namely explanation and compensation to achieve distributive justice. Thus, higher education institutions should firstly, focus on the use of an explanation to achieve distributive justice because it is offered at no cost compared to compensation which normally wears a financial face. This is based on the fact that higher education institutions are non profit making institutions such that they cannot afford to offer financial compensation on regular basis to address student problems. Ultimately, higher education institutions are advised to consider the severity of service failure before offering any form of service recovery to avoid double deviation. Keywords: distributive justice, field-based research, higher education institutions, service failure, service recovery strategies.

scholarly journals Psychological Impact of the COVID-19 Pandemic on Licensed Full-Time Practicing Nurses Undertaking Part-Time Studies in Higher Education: A Cross-Sectional Study

2021 ◽  
Vol 18 (16) ◽  
pp. 8569
Author(s):  
Siu-Ling Chan ◽  
Naomi Takemura ◽  
Pui-Hing Chau ◽  
Chia-Chin Lin ◽  
Man-Ping Wang
Keyword(s):  
Higher Education ◽  
Psychological Impact ◽  
Cross Sectional Study ◽  
Full Time ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Brief Cope ◽  
Resilience Scale ◽  
Patient Health ◽  
Part Time

Frontline nurses face an unpreceded situation with the coronavirus disease (COVID-19) pandemic, and many report suffering from physical and psychological stress. This online, cross-sectional survey used questionnaires, such as the Generalized Anxiety Disorder (GAD-7) questionnaire, the Patient Health Questionnaire (PHQ-2), the Connor–Davidson Resilience Scale, stress-related questions, and Brief Coping Orientation to Problems Experienced (Brief-COPE), to determine the psychological impact of COVID-19 on licensed full-time practicing nurses undertaking part-time studies in higher education. Recruitment commenced from August to September 2020; 385 students were approached, and 124 completed the survey (response rate: 32%). Most of the respondents were frontline nurses working in public sectors (89.5%), 29% of whom reported symptoms of depression, and 61.3% reported mild to severe levels of anxiety. The GAD-7 was significantly associated with the resilience score (β = −0.188; p = 0.008) and exhaustion (β = 0.612; p < 0.001). The PHQ-2 was significantly associated with ‘anxiety about infection’ (β = 0.071; p = 0.048). A lower anxiety level was significantly associated with a higher resilience level and a lower level of exhaustion, and a lower depression level was significantly associated with a lower anxiety about infection. Nursing programs incorporating resilience building may mitigate psychological distress of the study population.

scholarly journals Prevalence of SARS-CoV-2 antibodies among workers of the public higher education institutions of Porto, Portugal: a cross-sectional study

2021 ◽  
pp. oemed-2021-107519
Author(s):  
Paula Meireles ◽  
Joana Amaro ◽  
Joana Pinto da Costa ◽  
Mariana Mendes Lopes ◽  
Tatiana Varandas ◽  
...  
Keyword(s):  
Higher Education ◽  
Point Of Care ◽  
Higher Education Institutions ◽  
Cross Sectional Study ◽  
Public Higher Education ◽  
Igg Antibodies ◽  
Cross Sectional ◽  
True Prevalence ◽  
Point Of Care Test ◽  
Apparent Prevalence

ObjectivesTo assess the prevalence of SARS-CoV-2-specific IgM and IgG antibodies among workers of the three public higher education institutions of Porto, Portugal, up to July 2020.MethodsA rapid point-of-care test for specific IgM and IgG antibodies of SARS-CoV-2 was offered to all workers (SD Biosensor STANDARD Q COVID-19 IgM/IgG Duo and STANDARD Q COVID-19 IgM/IgG Combo). Testing was performed and a questionnaire was completed by 4592 workers on a voluntary basis from 21 May to 31 July 2020. We computed the apparent IgM, IgG, and combined IgM or IgG prevalence, along with the true prevalence and 95% credible intervals (95% CrI) using Bayesian inference.ResultsWe found an apparent prevalence of 3.1% for IgM, 1.0% for IgG and 3.9% for either. The estimated true prevalence was 2.0% (95% CrI 0.1% to 4.3%) for IgM, 0.6% (95% CrI 0.0% to 1.3%) for IgG, and 2.5% (95% CrI 0.1% to 5.3%) for IgM or IgG. A SARS-CoV-2 molecular diagnosis was reported by 21 (0.5%) workers; and of these, 90.5% had a reactive IgG result. Seroprevalence was higher among those reporting contacts with confirmed cases, having been quarantined, having a previous molecular negative test or having had symptoms.ConclusionsThe seroprevalence among workers from the three public higher education institutions of Porto after the first wave of the SARS-CoV-2 infection was similar to national estimates for the same age working population. However, the estimated true seroprevalence was approximately five times higher than the reported SARS-CoV-2 infection based on a molecular test.

scholarly journals Daily lives of university students in the health area during the beginning of the Covid-19 pandemic in Brazil

2021 ◽  
Vol 39 (3) ◽  
Author(s):  
Luciana Regina Ferreira da Mata ◽  
Juliana Dias Reis Pessalacia ◽  
Tatiane Prette Kuznier ◽  
Priscila Kelly da Silva Neto ◽  
Caroline de Castro Moura ◽  
...  
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Daily Lives ◽  
Health Area ◽  
Lower Productivity ◽  
The Face ◽  
Personal Appearance ◽  
Sociodemographic Profile

Objective. To determine the main changes that took place in the daily lives of students in the health area during the beginning of the Covid-19 pandemic in Brazil. Method. This is a cross-sectional study, carried out from May to June 2020, with 1786 students over 18 years old, regularly enrolled in health courses at higher education institutions in five regions of Brazil. Sampling was by convenience, typified as snowball. In order to collect data, an instrument to describe the sociodemographic profile and the daily lives of students during the pandemic period was used, which was applied via a digital platform on the web. Results. The main changes that took place in the daily lives of academic students in the health area in the face of the Covid-19 pandemic in Brazil are related to lower productivity; difficulty concentrating; increased hours of sleep, use of electro-electronic equipment and weight; poorer quality of food; higher consumption of food, legal and illegal substances and medications (mainly analgesics, anxiolytics and antidepressants); less interest in personal appearance; and greater contact with relatives. Regarding emotional changes, it should be underlined the complaints of anxiety, stress, anguish, confusion, helplessness and depression. Conclusion. During the beginning of the Covid-19 pandemic in Brazil, the students in the health area experienced several changes in their daily lives, which deserve special attention from higher education institutions and health systems, envisioning interventions to minimize health risks to this population.

scholarly journals Perfil Sociolinguístico e Alimentar de Crianças Assistidas em Creches Públicas e Privadas

2019 ◽  
Vol 23 (3) ◽  
pp. 244
Author(s):  
Priscilla Mayara Estrela Barbosa ◽  
Januária Lopes de Melo ◽  
Moisés Andrade dos Santos de Queiroz ◽  
Andréa Cintia Laurindo Porto ◽  
Luciana Bernardino de Oliveira ◽  
...  
Keyword(s):  
Cultural Context ◽  
Cross Sectional Study ◽  
Full Time ◽  
Cross Sectional ◽  
Public And Private ◽  
Daycare Centers ◽  
Improved Performance ◽  
Time Basis ◽  
Quantitative Descriptive ◽  
Almost All

Com o objetivo de comparar o perfil sociolinguístico e alimentar de crianças de um a três anos, que frequentam creches públicas e privadas no município de Fortaleza, em tempo integral, foi realizado este estudo quali-quantitativo, descritivo-comparativo, transversal, no qual foram avaliadas 89 crianças com faixa etária entre um e três anos de idade cronológica, 41 em uma creche pública e 48 em uma privada. Para isso foi aplicado um protocolo de avaliação das habilidades linguísticas (fonológicas, semânticas, morfossintáticas e pragmáticas) e alimentação. Quanto às habilidades fonológicas se verificou que a inteligibilidade de fala foi o principal aspecto alterado e mais encontrado na creche pública. A respeito da aquisição das habilidades semânticas foram identificados achados discrepantes entre as creches, em especial, na seleção de palavras adequadas e expressão de ideias e conceitos, com desempenho superior das crianças na instituição privada. Não houve diferenças importantes entre as creches para aquisição das habilidades morfossintáticas. As habilidades pragmáticas foram as que obtiveram maiores diferenças, com melhor desempenho das crianças da creche privada, em todos aspectos avaliados no protocolo. Sobre a alimentação foram obtidos resultados semelhantes quanto à consistência alimentar e postura, constatando o uso prolongado do utensílio mamadeira para alimentação em ambas as creches e maior prevalência de crianças que se alimentam sem ajuda na creche privada. Pode-se perceber que o contexto socioeconômico e cultural influencia o desenvolvimento da linguagem e da alimentação infantis, visto que as crianças da creche particular apresentaram melhor performance em quase todos os aspectos analisados. Palavras-chave: Desenvolvimento Infantil. Crianças. Creche. Linguagem. AbstractIn order to  compare the feeding and sociolinguistic profile of children attended in public and private daycare centers in the city of Fortaleza enrolled  on a full-time basis. Quali-quantitative, descriptive cross-sectional study, evaluated 89 children aged 1 and 3 years old, 41 in public and 48 in the private childcare centers. A  protocol assessment was performed  of linguistics abilities (phonological, semantic, morphosyntax and pragmatic) and feeding. About the phonological abilities,  a significant predominance was checked, being the unintelligible speech the main altered aspect, especially in the public center. Concerning semantic abilities discrepant findings were determined between the daycare centers, particularly in selection of adequate words and concept and idea expression, with improved performance of children in the private daycares. There was no difference between the daycares, for morphosyntax abilities acquisition. The pragmatic abilities revealed larger differences between the daycare centers, in which all the evaluated aspects were statistically significant and the children in the private daycare centers had better results. About the feeding, similar findings were obtained to food consistence, posture and tools, although there were  divergences related to use of nursing bottle and feeding independence. It was concluded  that the socioeconomic and cultural context influence in linguistic and feeding development, because the private daycares children presented better performance  in almost all the evaluated aspects. Keywords: Child Development. Child. Daycare Centers. Language.  

scholarly journals The impact of Perceived Justice on Students’ Negative Emotional Responses during Service Recovery

2020 ◽  
Vol 9 (5) ◽  
pp. 230
Author(s):  
Steven Kayambazinthu Msosa
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Negative Emotions ◽  
Service Recovery ◽  
Emotional Responses ◽  
Interactional Justice ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Perceived Justice ◽  
The Impact

This study sought to evaluate the impact of perceived justice on students’ negative emotional responses during service recovery. Quantitative, descriptive multi-variate regression analysis and a cross-sectional study were undertaken using a judgmental sample of 430 students drawn from three public Higher Education Institutions in South Africa. The results of this study showed that all the dimensions of justice, viz. procedural, distributive and interactional justice, have a negative and significant impact on negative emotions. The findings of this study could assist Higher Education institutional managers to interrogate the fairness of the processes used in Higher Education Institutions to address student grievances because they have a negative and significant impact on students’ negative emotions.

THE FACTORS OF CAREER SELF-DETERMINATION OF STUDENTS OF HIGHER EDUCATION INSTITUTIONS

2019 ◽  
Vol 7 (1) ◽  
pp. 9-20
Author(s):  
Inna Yeung
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Well Being ◽  
Young Person ◽  
Self Determination ◽  
Full Time ◽  
Actual Problem ◽  
The Third ◽  
The Right

Choice of profession is a social phenomenon that every person has to face in life. Numerous studies convince us that not only the well-being of a person depends on the chosen work, but also his attitude to himself and life in general, therefore, the right and timely professional choice is very important. Research about factors of career self-determination of students of higher education institutions in Ukraine shows that self-determination is an important factor in the socialization of young person, and the factors that determine students' career choices become an actual problem of nowadays. The present study involved full-time and part-time students of Institute of Philology and Mass Communications of Open International University of Human Development "Ukraine" in order to examine the factors of career self-determination of students of higher education institutions (N=189). Diagnostic factors of career self-determination of students studying in the third and fourth year were carried out using the author's questionnaire. Processing of obtained data was carried out using the Excel 2010 program; factorial and comparative analysis were applied. Results of the study showed that initial stage of career self-determination falls down on the third and fourth studying year at the university, when an image of future career and career orientations begin to form. At the same time, the content of career self-determination in this period is contradictory and uncertain, therefore, the implementation of pedagogical support of this process among students is effective.

EMPLOYEE RETENTION IN A HIGHER EDUCATION INSTITUTION: AN ORGANISATIONAL DEVELOPMENT PERSPECTIVE

2015 ◽  
Vol 37 (2) ◽  
pp. 33-63 ◽  
Author(s):  
B J Erasmus ◽  
A Grobler ◽  
M Van Niekerk
Keyword(s):  
Higher Education ◽  
Employee Turnover ◽  
Intent To Stay ◽  
Education Institution ◽  
Cross Sectional Study ◽  
Highly Qualified ◽  
Cross Sectional ◽  
High Performing ◽  
Organisational Climate ◽  
Talent Retention

Talent retention and employee turnover are major concerns for higher education institutions (HEIs) because they are losing highly qualified staff to the private sector and to other HEIs that are able to offer better rewards and benefits. The turnover of talented staff is therefore a major concern for the institution under investigation. The retention and voluntary turnover decisions among a workforce of 4 651 employees was thus investigated. A quantitative cross-sectional study was conducted by means of the objective analysis of organisational data in combination with the structured questionnaire (organisational climate survey). Descriptive and inferential statistics were applied to analyse the data across demographic groups, including age, employment category (academic as well as professional and support), etc. The results indicated that the institution’s turnover rate was acceptable (4.34%) and that dysfunctional turnover was marginal because employees with below-standard performance ratings had voluntarily resigned. Positive correlations and significant beta (b) values were reported between Organisational citizenship, Leadership, My manager and Compensation and the employees’ intent to stay in or to leave the organisation. These organisational climate factors were found to explain approximately 30 per cent of the variance in the employees’ intent to stay in or to leave the organisation. The article recommends that a talent retention tool be developed. In addition, it contributes to the literature on retention and turnover of high-performing employees, as it underscores the importance of measuring employee turnover

scholarly journals Religion: Interrelationships and Opinions in Children and Adolescents. Interaction between Age and Beliefs

Religions ◽  
2021 ◽  
Vol 12 (5) ◽  
pp. 357
Author(s):  
Rafael López Cordero ◽  
Francisca Ruiz Garzón ◽  
Lourdes Medina Martínez ◽  
María del Carmen Olmos-Gómez
Keyword(s):  
Children And Adolescents ◽  
Current Trend ◽  
Age Groups ◽  
Cross Sectional Study ◽  
Experimental Methodology ◽  
Cross Sectional ◽  
Younger Age ◽  
Religious Issue ◽  
Quasi Experimental ◽  
Quantitative Descriptive

The current trend of secularization seems to be leading to a gradual withdrawal of religion from public spaces. However, in an increasingly internationalized world, it is becoming more and more important to study the roles of religion and religiosity and their potential in relation to dialogue and social conflicts and tensions. Education is a vital field within which to address this religious issue and create an educational dialogue in order to promote coexistence. By following a quantitative, descriptive, cross-sectional study, based on a quasi-experimental methodology with a social–analytical character, our aim is to assess the existing connections between religion, interrelation and opinion in Spanish children and adolescents. Special attention is paid to the interaction between age and beliefs. We carried out our study with the use of a questionnaire distributed to eleven secondary schools, with students aged between 11 and 16 years old, in three regions of southern Spain (Andalusia, Ceuta, and Melilla) characterized by high religious diversity and multiculturalism. The multivariate analysis carried out in this study identifies the effects of variance on the influence of age and religion, highlighting the interaction between the two. It is observed that the youngest students are those who express their opinions about religion the least, while those belonging to younger age groups and majority religions are those who express a greater religious coexistence, with Muslims externalizing their religious condition the most.

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