scholarly journals The impact of the quality of higher education service on customer satisfaction

2017 ◽  
Vol 3 (2) ◽  
pp. 652
Author(s):  
Amira Shakoor Waly AL-Bayati ◽  
Nada Ismaiel Jabwry AL-Qmaj
Keyword(s):  
Higher Education ◽  
Customer Satisfaction ◽  
Private Universities ◽  
Likert Scale ◽  
Point Of View ◽  
Educational Service ◽  
Education Service ◽  
University College ◽  
The Impact

The purpose of this study is to study the impact of the quality of the higher education service on customer satisfaction through an exploratory study in the faculties of private dentistry in Baghdad. (50) students were asked to answer the questionnaires in the questionnaire. The objectives of the study were to determine students' satisfaction with the services provided to them and the factors affecting them. The five-dimensional Likert scale was used.  In this research, the research community consists of Yarmouk University College, University Degla College, and Al-Rafidain University College in Baghdad. Based on a number of relevant measures, hypotheses were prepared. The study found that the results of the improvement of the level of performance of the educational service provided by the private universities affect the overall satisfaction of the students of the Faculty of Dentistry at the private universities (Al-Rafidain University, Yarmouk University), from the point of view of the students. The level of efficiency of the private universities within the College of Dentistry from the point of view of students 4.42 Compared to the Likert scale of 5 degrees, as well as several recommendations, most important of which is the need for the administration of the civil universities to provide educational service in all its aspects and to identify the strengths and weaknesses in the service performance The desired goal of other universities working with the same specialization.  

Student selectivity and higher education institutions credit ratings

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aron Gottesman ◽  
Iuliana Ismailescu
Keyword(s):  
Higher Education ◽  
Private Universities ◽  
Public University ◽  
State Funding ◽  
State Appropriations ◽  
Content Type ◽  
Credit Quality ◽  
The Impact ◽  
The Given

Purpose This paper aims to investigate the relation between the creditworthiness of US institutions of higher education and their student selectivity (i.e. demand and quality). Design/methodology/approach The authors study whether the impact of student selectivity differs across public vs private universities; across the credit quality of the given public university’s state; and across the level of state appropriations for the given public university. Findings The authors find that student quality and demand measures are significantly associated with their corresponding institution’s creditworthiness, especially for private universities. Originality/value For public universities the association is weak and, contrary to the expectations, does not depend on the state credit quality or level of state funding. The findings are robust to the inclusion of control variables.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

scholarly journals Public–private partnership in higher education provision in Tanzania: implications for access to and quality of education

2016 ◽  
Vol 3 (1) ◽  
pp. 1-21 ◽  
Author(s):  
Samson John Mgaiwa ◽  
Japhace Poncian
Keyword(s):  
Higher Education ◽  
Positive Impact ◽  
Private Universities ◽  
Private Higher Education ◽  
Quality Of Education ◽  
Access To Higher Education ◽  
Subsequent Increase ◽  
Quality Of Higher Education ◽  
The Impact

Public–private partnerships (PPPs) in education are presented as capable of resolving several issues of education provision, financing, management, access and quality. This paper aimed at analyzing the impact of PPPs on access to and quality of higher education in Tanzania. Secondary research was used to gather data and critical review of the data and its analysis made. The focus of the paper was on higher education financing and on private higher education institutions. The findings indicated that PPPs have had a positive impact on increasing access to Tanzania higher education. However, although private universities and university colleges are many in number, enrolment has continued to be higher in public universities. It was further noted that an increase in higher learning institutions and subsequent increase in access to higher education has not meant an improvement in the quality of education provided by the institutions. As such, PPPs have had no significant impact on the improvement of quality of education. This is mainly accounted for by the number and qualifications held by academic members of staff in private universities, the infrastructure as well as the programmes they offer.

scholarly journals The experience of distance learning in the bologna process countries during the COVID-19 pandemic

2021 ◽  
Vol 99 ◽  
pp. 01043
Author(s):  
Zarina R. Bitieva ◽  
Maria A. Bulavina ◽  
Zalina R. Bitieva
Keyword(s):  
Higher Education ◽  
Distance Learning ◽  
Education System ◽  
Bologna Process ◽  
Point Of View ◽  
Higher Education System ◽  
Self Development ◽  
The Bologna Process ◽  
The Impact

In this article, the authors analyze various aspects of the distance learning discourse of the countries participating in the Bologna Process from the point of view of the impact of the pandemic on the development of higher education. The author pays special attention to the practical aspects of the activities of Russian universities during the pandemic, their interaction with each other and the problems of cooperation in the context of distance learning. Naturally, the stress caused by the epidemic and the transition to distance learning, especially for senior teachers, could not but affect the quality of training, but competently and professionally selected materials provided students with an educational result, and teachers with positive feedback and opportunities for self - development. The aim of the article is to demonstrate the experience of distance learning in the context of the pandemic and its impact on the higher education system. The author used the following methods: comparative research; methods of collecting empirical information; conceptual and terminological analysis; a method for solving problems. The results of the study can certainly be considered as revealing the positive dynamics of the development of the Bologna process in the higher education system, especially in the context of the pandemic.

scholarly journals University Efforts for Quality to Ensure Epistemological Access

2019 ◽  
Vol 02 (01) ◽  
pp. 81-105
Author(s):  
Irfana Omar ◽  
Muhammad Shahzad Chaudhry
Keyword(s):  
Higher Education ◽  
Customer Satisfaction ◽  
Private Universities ◽  
Private University ◽  
Academic Experiences ◽  
Access To Higher Education ◽  
Satisfaction Level ◽  
Positive Correlation ◽  
Multistage Sampling

The purpose of this study is to explore the existing relationship among the quality of university efforts (teacher efforts and management efforts), the willingness of students to learn and customer satisfaction in order to ensure epistemological access to higher education in private universities of Pakistan. For this purpose, a survey was conducted with 339 students studying in three different faculties of a private university. It was aimed to collect their responses regarding their experiences at the campus about purposeful access to available resources and to measure their satisfaction level with the provided access. The data was collected through multistage sampling. It was found that there is a positive correlation among teacher efforts for epistemological access (TEEA), management efforts for epistemological access (MEEA), and customer satisfaction (CS); whereas, TEEA, MEEA, and CS are negatively correlated with student willingness (SW). It was also found that SW does not act as a mediator between UEQ and CS. The study contributes in the existing literature by accentuating the need for epistemological access by enhancing the willingness of students to learn and by providing quality university efforts to translate academic experiences into successful opportunities in the future.

scholarly journals The Impact of the Quality of Electronic Banking Services in Achieving Customer Satisfaction from the Point of View of Al Rajhi Bank Customers

2021 ◽  
Vol 17 (1) ◽  
pp. 105
Author(s):  
Mohamed Ahmed Hamadtu Ahmed
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Analysis Program ◽  
Electronic Banking ◽  
Kingdom Of Saudi Arabia ◽  
Banking Services ◽  
Banking Service ◽  
The Impact ◽  
Statistical Analysis Program

This study aims to identify the effect of the quality of electronic banking service in achieving customer satisfaction of Al Rajhi Bank in Al Dawadmi branch by studying the dimensions of the quality of electronic banking services including tangibility, reliability, safety, empathy and response. The population of study consists of customers benefiting from the services of Al Rajhi Bank in the Kingdom of Saudi Arabia. A questionnaire was distributed to 100 individual customers of the Al Rajhi Bank. The data were, then, collected and analyzed using the SPSS statistical analysis program. The results have revealed that all the dimensions of the quality of electronic banking services namely, tangibility, reliability, safety, empathy and response are significantly related to customer satisfaction in Al Rajhi Bank. This study provides important recommendations that hopefully intended to help the bank promote the quality of banking electronic services.

Measuring Service Quality in The Context of Higher Education in Vietnam

2013 ◽  
pp. 77-90
Author(s):  
Yen Nguyen Thi Hoang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Exploratory Study ◽  
Measurement Scale ◽  
Education Service ◽  
The Subject

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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