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 MEASURING THE STUDENTS’ PERCEPTION OF SERVICE QUALITY

2012 ◽  
Vol 11 (1) ◽  
Author(s):  
Leonardi Lucky Kurniawan ◽  
N. Purnomolastu .
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Student Perception ◽  
Mean Value ◽  
Quality Of Education ◽  
Validity And Reliability ◽  
Chi Square

Like in many other countries, higher education institutions in Indonesia are facing intense competition as the higher education market becomes globalized and competitive pressure intensifies. It is essential that higher education institutions continually monitor the quality of their services and commit themselves to continuous quality improvements in order to respond to the needs of their stakeholders. Measuring service quality in higher education is thus essential In order to provide a comprehensive view of the quality of education, it is valuable to assess not only student perceptions of their educational outcomes but also their perceptions of the manner in which polytechnic education is provided.This study aims at measuring the students’ perception of the service quality of education in a department; identifying differences of the student perception on the service quality based on their academic profiles; identifying which service attributes are more influential in providing service in higher education; and offering recommendation to the management which area(s) still need(s) some improvement.Using the 5-scale questionnaires, the researchers collected the data for the study from graduates of the 5 departments- Accounting, Marketing Management, Secretary Foreign Business Language and Taxation. Pearson Chi-Square and Alpha Cronbach techniques were used to test the validity and reliability before analyzing the data from the questionnaire. Descriptive statistics was deployed to find out the mean value of each indicator. This was followed bv Dummy Regression analysis.    JThe findings of the study suggest that faculty plays the most prominent indicator in reflecting the students perception of service quality of department.

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 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.

Latviešu valodas kā svešvalodas apguve Āzijā

2020 ◽  
pp. 55-62
Author(s):  
Inga Laizāne
Keyword(s):  
Higher Education ◽  
20Th Century ◽  
Higher Education Institutions ◽  
State University ◽  
The European Union ◽  
Self Directed Learning ◽  
Language And Culture ◽  
Study Programs ◽  
Directed Learning ◽  
The Republic

The Latvian language as a foreign language (LATS) is learned both in Latvia and abroad. It can be done in higher education institutions, as well as in different courses and self-directed learning. Outside Latvia, there are many countries and higher education institutions where it is possible to acquire LATS. In some higher education institutions, the Latvian language has been taught since the beginning of the 20th century. The oldest LATS teaching traditions are in North America, Germany, Sweden, Lithuania and Australia. In some universities, such as Stockholm University, Masaryk University, Saint Petersburg State University, etc., academically strong study programs in Baltic Studies were established. Over time, study programs have been closed for various reasons, at most leaving the Latvian language as an optional course. At some universities, the Latvian language course has been discontinued. Although in some higher education institutions outside Latvia LATS could be acquired starting from the beginning of the 20th century, the most significant interest in the Latvian language was after the restoration of independence of the Republic of Latvia. Then many higher education institutions in Europe established Latvian language and culture study programs. This interest was related to the geopolitical situation. People tried to get to know the post-Soviet countries through the language. When Latvia joined the European Union, interest in the Latvian language decreased in Europe. Nowadays, interest in the Latvian language has increased in Asia, especially in China. In Asia, it is possible to acquire the Latvian language in China and Japan. There are established different Latvian language bachelor programs in universities of China while in Japan the Latvian language is taught for somebody interested in Latvian culture and traditions more than in the Latvian language.

scholarly journals A Bibliometric Review of Institutional Theory on Higher Education Institutions

2018 ◽  
Vol 10 (3) ◽  
pp. 383-401
Author(s):  
Pang Lien Hsu ◽  
Emerson Antonio Maccari ◽  
Marcos Rogério Mazieri ◽  
José Eduardo Storopoli
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Institutional Theory ◽  
Economic Impact ◽  
Bibliometric Analysis ◽  
Web Of Science ◽  
Higher Education Institutions ◽  
Institutional Pressures ◽  
Leadership In Higher Education ◽  
Bibliometric Review

In this study, we explore how institutional theory and its many subareas contributes, are utilized and applied to the area of higher education management’s research by their scholars. For this purpose, we performed a bibliometric analysis on 659 papers extracted from Web of Science database. As results we indicate five main clusters as foundation to the field: institutional theory; economic impact of entrepreneurship and universities; competitiveness of universities as businesses; service quality and; measurement and development of models for higher education. And 7 main clusters as subfields of research: Institutional Multiplicity; Institutional pressures on Higher Education; Higher Education Efficiency; Leadership in Higher Education; Entrepreneurial Higher Education; Academy & Professional relations and; Quality and Satisfaction in Higher Education.

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 University performace through Multiple Factor Analysis

2019 ◽  
Author(s):  
Delimiro Alberto Visbal Cadavid ◽  
Mónica Martínez-Gómez ◽  
Rolando Escorcia-Caballero
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Higher Education Institutions ◽  
Public Higher Education ◽  
Multiple Factor Analysis ◽  
High Level ◽  
The University ◽  
High Degree ◽  
Multiple Factor ◽  
Year 2013

This work applies the Multiple Factor Analysis (MFA) as an exploratory methodology to analize the indicators of the education´s management that belong to 32 Colombian public Higher Education Institutions (HEIs) along the year 2013. The product of this work indicates that the majority of HEIs have similar structures, being different and better scored the following: La Universidad Nacional (UNAL), Antioquia (UDEA), Nacional Abierta y a Distancia (UNAD), Pamplona y del Valle. Also the UDEA has a high development in extension, formation, capacity and research which is considered one of the best HEIS in the country. The university of Valle has a high degree of welfare, formation and extension, besides moderate capacities on research in comparission with the UDEA wich is superior to the rest of the HEIs. Pamplona has too a high level of formation, extension and moderate weflare, research and capacity in relation to the UNAD. It worth to mention that UNAL is the best located on extension. However, it is surpassed by other University (UDEA) because has a better development in some variables associated to research and extension. To finish, there are other HEIs with too many weaknesses on the indicators of the education´s management wich are UFPS Ocaña, Sucre and Pacifico. These universities show certain problems of research, extension and capacity, but fundamentally strong shortcomings in formation and welfare.

Perspectives From a Multicultural Affairs Office Professional

2021 ◽  
pp. 240-259
Author(s):  
Tristen Brenaé Johnson
Keyword(s):  
Higher Education ◽  
Sense Of Belonging ◽  
Higher Education Institutions ◽  
State University ◽  
The Public ◽  
Cultural Centers ◽  
Diversity And Inclusion ◽  
Public Recognition ◽  
Black Cultural Centers ◽  
Multicultural Affairs

The purpose of this chapter is to contextualize the challenges that the office of multicultural affairs staff at one state university experienced while moving to virtual learning formats. This study seeks to offer four specific recommendations and best practices for both multicultural affairs offices/centers and higher education institutions, in general, to ensure that students who utilize these virtual format spaces will continue to develop a sense of belonging within the institution. The author historicizes the formation of Black cultural centers and their development into multicultural affairs, tracks the public recognition of the essential importance of these centers and diversity and inclusion programming, and outlines the issues and problems the OMA staff faced in virtually providing a continued and ongoing sense of belonging for diverse students and staff. Higher education institutions can use these recommendations to inform the future of virtual multicultural affairs offices.

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