scholarly journals Electronic Service Quality in Higher Education: Evidence from Albania

2014 ◽  
Vol 2 (1) ◽  
pp. 205 ◽  
Author(s):  
Shpëtim Çerri
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Education Institution ◽  
Public University ◽  
University Management ◽  
Web Based ◽  
Perceived Service Quality ◽  
Electronic Service ◽  
Quality In Higher Education ◽  
The University

The purpose of this paper is to investigate the electronic service quality (e-SQ) offered by a higher education institution in Albania. Many universities are implementing web-based solutions to facilitate the delivery of their services, previously offered by appointed staff and physical facilities. These electronic services aim to increase the effectiveness of university's activities as well as to increase the convenience and the quality that both students and faculty receive. This study employs a modified E-S-Qual scale to measure the perceived service quality offered by a public university in Albania. Exploratory factor analysis and multiple regression analysis were used to confirm the proposed factor structure, while ANOVA served to measure the differences in e-SQ perceptions between students and faculty. The data analysis reveals interesting findings about the e-SQ offered by the university, as well as highlights the differences in perceptions between students and faculty. The study also affirms the E-S-Qual scale as a suitable instrument for measuring the e-SQ in higher education institutions. The results of the study are helpful for university management as they provide an overview of actual conditions of the quality the university offers and serve as a benchmark for further improvements. A limitation of this paper is that it focuses in measuring the e-SQ in a single setting. Nevertheless, this does not compromise the generalizability of the results and encourages the replication of this kind of study with further research.

scholarly journals Rancang Bangun Sistem Dashboard Akreditasi Program Studi (APS) Standar 5 Berbasis KPI

Repositor ◽  
2020 ◽  
Vol 2 (1) ◽  
pp. 113
Author(s):  
Hariyady Hariyady ◽  
Amalia Pradya Paramita ◽  
Wahyu Andhyka Kusuma
Keyword(s):  
Higher Education ◽  
System Development ◽  
Education Institution ◽  
University Management ◽  
Study Program ◽  
Web Based ◽  
Tertiary Institutions ◽  
Study Programs ◽  
Storage Format ◽  
The University

Accreditation is one form of approval and feasibility of universities or study programs conducted by the National Higher Education Accreditation Agency (BAN-PT). The purpose and benefits of higher education institution accreditation are to provide assurance that accredited tertiary institutions have met the quality standards set by BAN-PT. In order to be able to monitor and evaluate all activities to achieve the expected accreditation value, a management application is needed that is able to integrate the entire contents of supporting data one form of visualization that can describe it is the dashboard system. This research intend to establish an Accreditation Management Information System application with a dashboard appearance in the web-based Muhammadiyah University of Malang. This application is constructed using HTML, PHP, and Codeigniter Framework by using the MySQL storage format as a database. The development method used in system development is the Spiral development model. The results of this research are that the dashboard system can provide an overview of the position of accreditation values of the University, Faculty and Study Program, so that parties from each University management, Faculty and Study Program can take action to prepare and improve values to face future accreditation assessments. AbstractAccreditation is one form of approval and feasibility of universities or study programs conducted by the National Higher Education Accreditation Agency (BAN-PT). The purpose and benefits of higher education institution accreditation are to provide assurance that accredited tertiary institutions have met the quality standards set by BAN-PT. In order to be able to monitor and evaluate all activities to achieve the expected accreditation value, a management application is needed that is able to integrate the entire contents of supporting data one form of visualization that can describe it is the dashboard system. This research intend to establish an Accreditation Management Information System application with a dashboard appearance in the web-based Muhammadiyah University of Malang. This application is constructed using HTML, PHP, and Codeigniter Framework by using the MySQL storage format as a database. The development method used in system development is the Spiral development model. The results of this research are that the dashboard system can provide an overview of the position of accreditation values of the University, Faculty and Study Program, so that parties from each University management, Faculty and Study Program can take action to prepare and improve values to face future accreditation assessments.

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 Customer Experience Management: A Study of Mechanic versus Humanic Clues and Student Loyalty in Nigerian Higher Education Institution

2021 ◽  
Vol 13 (12) ◽  
pp. 6563
Author(s):  
Taiye Tairat Borishade ◽  
Rowland Worlu ◽  
Olaleke Oluseye Ogunnaike ◽  
Deborah Oluwaseun Aka ◽  
Joy Ifiavor Dirisu
Keyword(s):  
Higher Education ◽  
Education Institution ◽  
Private University ◽  
Customer Experience ◽  
University Management ◽  
Higher Education Institution ◽  
Ogun State ◽  
Customer Experience Management ◽  
Multi Stage ◽  
The University

This study surveyed customer experience management (CEM) and student’s loyalty in higher education institution (HEI) sector using a private university in Ogun State, Nigeria as a case study. The primary intent of this study was to determine the roles of humanic and mechanic clues on student’s loyalty. The two hypotheses formulated to address the research questions and objectives raised in this study were analysed with Categorical Regression, which is also known as CATREG analysis. This study applied survey research design and the data were spawned via designed questionnaire. An overall of 215 copies of the questionnaires were regained from the student of the private university in Ogun State. Multi-stage sampling methods were engaged in this study. The research findings of this study show that mechanic clues significantly influence students’ retention, while humanic clues significantly influence students’ disposition to endorse the institution of higher education to others. As part of the recommendations of the study, it was suggested that the university management should deliberately focus on mechanic clues in terms of providing a conducive environment, especially one that is clean for its students at all times.

scholarly journals Wpływ wykorzystania dotacji ministerialnych i  funduszy unijnych na kształtowanie się zbiorów w bibliotece uczelni niepublicznej na  przykładzie biblioteki Wyższej Szkoły Bankowej w Toruniu

2017 ◽  
Vol 35 ◽  
pp. 47-63
Author(s):  
Julita Niedźwiecka-Ambroziak
Keyword(s):  
Higher Education ◽  
Information Systems ◽  
Education System ◽  
Education Institution ◽  
Public University ◽  
Public Higher Education ◽  
Legal Basis ◽  
The University ◽  
The Impact

The impact of ministerial grants and EU fundson the library of a non-public higher education institution as seen in the Library of the WSB University of ToruńThe article presents an outline of the legal basis of the operation of non-public higher education institutions and their place in the Polish education system. This is the background for the author’s analysis of the library and information systems of business schools that are part of the TEB SA group. The author focuses on extrabudgetary forms of expanding the library of anon-public univer­sity through the use of ministerial and EU grants. The case study presented in the article is that of the Library of the WSB University of Toruń. The author examines, on the basis of books inventoried in 2011–2016, the volume and percentage share of books acquired thanks to EU funds and ministerial grants. She demonstrates how the Library — which, owing to the business nature of the University, has specialist collections at its disposal — acquires new forms of books e-books in mobi and pdf files, e-book readers, audiobooks etc. as well as educational aids. She presents examples of how extrabudgetary funds can support and complement the main budget of the library of anon-public university in its initiatives aimed at creating amodern facility.

scholarly journals Intensifying Focus on Service Quality in Higher Education Institutions: Emotional and Spiritual Intelligence

2020 ◽  
Vol 5 (15) ◽  
pp. 85-92
Author(s):  
Mazni Saad ◽  
Norliana Ahmadshah ◽  
Kamisah Supian ◽  
Anita Abdul Rani
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Learning Experience ◽  
Publishing House ◽  
Spiritual Intelligence ◽  
International Publishing ◽  
Quality In Higher Education ◽  
The University ◽  
Quality Learning

The influence of Emotional and Spiritual Intelligence was investigated on the lecturers’ Service Quality. Based on stratified sampling method, the results confirmed that both types of intelligence have a positive and significant influence on the lecturers’ teaching progression. In conclusion, if the average level of each intelligence was good, then the level of Service Quality would also excel accordingly. The study highlights the need to have both EQ and SQ as it will encourage and motivate them into giving their best service to the university as well as their highest commitment towards giving students the best quality learning experience.   Keywords: Emotional Intelligence; Higher Education Institutions; Service Quality; Spiritual Intelligence eISSN: 2398-4287© 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v5i15.2340.

A look at university student service quality and satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ling Kee Htang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The One ◽  
The University

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

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.

Sign in / Sign up

Export Citation Format

Share Document