scholarly journals Service Quality in Higher Education Institutions an Overview of Models Assessing It

2019 ◽  
Vol 4 (3) ◽  
Author(s):  
Suela Hajdari
Keyword(s):  
Higher Education ◽  
Qualitative Research ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Advantages And Disadvantages ◽  
Quality Of Higher Education ◽  
Comprehensive Literature Review ◽  
Quality In Higher Education

This paper aims to give an overview of the existing literature of the models which asses the quality of higher education institutions. The higher education sector is dynamic and competitive. The increasing number of universities leads to the necessity for them to maximize the efforts and improve the quality of their services. A lot of studies from different researchers and different countries are developed through time. It is important to emphasize that higher education is a service, and as other services offered to the customers we have to measure its quality. So this study consists on qualitative research methods and a comprehensive literature review, which allows choosing which model to use for assessing the quality of higher education. Analyzing the advantages and disadvantages of each model the researchers would be able to use the model which is more reliable and valid for their study. The results of this paper are consistent with earlier research that had compared these models, the Servqual remains the most pointed model used to assess service quality in the higher education sector.

scholarly journals Development of Service Quality Scale in Higher Education: A Validity and Reliability Study

2021 ◽  
Vol 11 (1) ◽  
pp. 161-173
Author(s):  
Şakir Çınkır ◽  
Sevgi Yıldız ◽  
Gül Kurum
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Undergraduate Students ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Quality Of Services ◽  
Validity And Reliability ◽  
Quality In Higher Education

Students have become highly critical and analytical in selecting the higher education institution they would like to study at. It has become important for higher education institutions to be preferred by such prospective students as well as ensuring the commitment and retention of their current students. Universities, as the most important representatives of higher education institutions, are evaluated directly and indirectly by their stakeholders regarding the quality of the services they provide. Service quality and satisfaction surveys based on these evaluations can have a wide variety of implications on institutional rankings, preferability, financial policies, etc. This study aims to develop a scale specific to Turkish Higher Education Institutions to determine the quality of services offered in higher education according to the satisfaction perceptions of undergraduate students. Accordingly, the first draft of a 53-item seven-dimensional five-point Likert type scale was created. The piloting version of the scale was applied to a total of 500 undergraduate students, of whom 346 were female and 149 male, who were continuing their studies in 15 faculties of a public university in Turkey. Further, particular care was taken to include students who were in their second year or higher seniority at the university so that they would have had sufficient time to benefit from the services offered. A 29-item structure with three sub-dimensions was revealed as a result of the exploratory factor analysis performed. The sub-dimensions were named as "Academic services", "Administrative services", and "Campus facilities". The findings of the confirmatory factor analysis conducted on 1782 participants support the structure validity of the scale. Based on the findings, the Service Quality in Higher Education Scale has been determined to be a highly reliable and valid scale that can be used to specifically measure the quality of services offered in higher education.

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.

Quality Enhancement in Higher Education Institutions in India

2016 ◽  
Vol 6 (1) ◽  
pp. 29-40
Author(s):  
Katta Rama Mohana Rao ◽  
Chandra Sekhar Patro
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Quality Enhancement ◽  
Higher Education System ◽  
Quality Of Higher Education ◽  
Education In India ◽  
Skill Requirement ◽  
The Government ◽  
Quality In Higher Education

Higher education system in India has been expanded in a remarkable way, particularly in the post-independence period, to become one of the largest systems of its kind in the world. However, the Gross Enrollment Ratio (GER) is far below when compared to developed and many developing countries. The Government of India has focused on increasing the access and ensuring equity during successive plan periods. The resultant growth, though impressive, failed to ensure desired Quality in Higher Education. Only a few Higher Education Institutions earned reputation for high quality services. Globalization has resulted in significant changes in the knowledge economy and ushered new conditions for the provision of higher education to cater the skill requirement all across the globe. Under these circumstances, focus on quality enhancement of higher education in India assumes greater significance. This paper analyses the growth of higher education in India, the major quality concerns, the government initiatives and challenges for enhancement of quality of higher education in India.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

scholarly journals Quality of higher education institutions and graduate satisfaction at the Autonomous University of Tamaulipas

2020 ◽  
Vol 4 (32) ◽  
pp. 15
Author(s):  
Miriam Janet Cervantes López ◽  
Arturo Llanes Castillo ◽  
Alma Alicia Peña Maldonado ◽  
Jaime Cruz Casados
Keyword(s):  
Higher Education ◽  
Labor Market ◽  
Student Satisfaction ◽  
Professional Training ◽  
Higher Education Institutions ◽  
Quality Of Higher Education ◽  
Academic Level ◽  
Quality Of Institutions

Higher education institutions face the challenge that their graduates have the competences that allows them to quickly enter to the labor market and obtain an adequate economic remuneration. us graduate satisfaction is a key element in the assessment of the quality of institutions, since it allows us to know their perception regarding the quality received in their professional training. e objective is study the quality of higher education institutions and the satisfaction of the graduate in the Autonomous University of Tamaulipas. e methodology is descriptive and transversal  based on graduates information and satisfaction. As a result, Students are satisfied with their professional training received and their expectations were met since the academic level of the institution is good. It is concluded that studies on student satisfaction are useful for higher education institutions to identify educational and administrative priorities about the service they provide.

Measuring Relative Effectiveness of Service Quality Factors Affecting Quality of Higher Education in India

2021 ◽  
Vol 11 (2) ◽  
pp. 30-46
Author(s):  
Anshuman Kaler
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Dominant Role ◽  
Relative Effectiveness ◽  
Program Quality ◽  
Quality Factors ◽  
Factors Affecting ◽  
Input Quality ◽  
Quality Of Higher Education

The existing competitive environment in the education sector in India has forced higher education institutes to adopt ‘students as a customer' approach in educational delivery. The extant literature supports seven dimensions of service quality namely input quality, curriculum, academic facilities, industry interaction, interaction quality, support facilities, and nonacademic processes. The objective of the study was to measure the relative effectiveness of service quality factors as perceived by the Indian students. Focus group interviews were conducted with a group of technical and management students. Stratified judgmental sampling was used for the data collection. In the current study, it was observed that the factor of program quality plays a more dominant role than the factor of quality of life in determining the service quality in institutes of higher education. It is further observed that in the sub-dimension of program quality, the factor of curriculum and academic facilities are relatively more dominant than the factor of input quality.

scholarly journals Quality and University Governance in Indonesia

2019 ◽  
Vol 8 (4) ◽  
pp. 10 ◽  
Author(s):  
Nur Sayidah ◽  
Sri Utami Ady ◽  
Jajuk Supriyati ◽  
Sutarmin Sutarmin ◽  
Mustika Winedar ◽  
...  
Keyword(s):  
Higher Education ◽  
Qualitative Research ◽  
Focus Group ◽  
Focus Group Discussion ◽  
Group Discussion ◽  
University Governance ◽  
Research Approach ◽  
Study Program ◽  
Quality Of Higher Education

The purpose of this paper is to analyze the importance of quality in university governance in Indonesia. The researcher designed this study with an approach of qualitative research approach with Focus Group Discussion (FGD) method. Participants come from 25 universities throughout Indonesia. Participants are leaders of higher education ranging from the head of the study program to the rector. The result of the focus group discussion shows that the quality of higher education will decrease if there is the scarcity of qualified lecturers. Declining quality of higher education will affect the number of students. Finally, if the student decline happens continuously, then higher education can close. So quality is a top priority in university governance.

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.

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