Academic Service Quality in Education Management in Higher Education

This article mainly aims to find the right model for improving service quality and user satisfaction of State Islamic of Religious Higher Education Institutions (Pendidikan Tinggi Keaagamaan Islam Negeri - PTKIN) by involving the organizational culture of Service Quality. This study purposefully contributes to the development of the field of education management, especially those related to the causality model of organizational culture. The results showed that there was a positive direct effect on Organizational Culture and Service Quality on User Satisfaction of Islamic Higher Education Institutions IAIN Sultan Amai Gorontalo. The results of this study are in line with the theory put forward by Philip Henslowe which shows that the impression obtained from the level of knowledge and understanding of facts regarding people, products or situations) is largely determined by the culture of people producing goods and services, maintaining service quality and ensuring the fulfillment of user expectations.

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Students’ Perspectives on Service Quality in Higher Education for Attaining Global Excellence in Thailand

IAMURE International Journal of Social Sciences ◽

10.7718/ijss.v13i1.927 ◽

2015 ◽

Vol 13 (1) ◽

Author(s):

Nipa Sriwarom (Ouppara)

Keyword(s):

Higher Education ◽

Service Quality ◽

Competitive Advantage ◽

Primary Source ◽

Primary Data ◽

Sustainable Competitive Advantage ◽

Quality Systems ◽

Level Of Satisfaction ◽

Academic Service Quality ◽

Quality In Higher Education

At present, higher education institutions (HEIS) need to adopt strategic actions designed to improve quality systems and gain a sustainable competitive advantage. One way in which a university can differentiate its service offering from the competitors is through the provision of excellent service quality. While the benefits of service quality have long been accepted, there are still many schools that ignore its importance. This research investigates the students’ extent of satisfaction in terms of service quality provided by three leading public universities in Thailand. The paper focuses in understanding the concept of academic service quality in the context of attaining global excellence. The results show that the students were very satisfied with the services provided to them in terms of reliability, tangibility, assurance, empathy and responsiveness. In addition, the data disclose that adopting service quality contributed to the attainment of the schools’ thrust in achieving global excellence. The information that were collected through the use of the questionnaire served the as primary source of information. Unstructured interviews were conducted to substantiate the primary data gathered. Service quality in this study was evaluated based on an integrated experience that happens in a network of learning sphere created to promote quality education among the students. Keywords - Global excellence, level of satisfaction, service quality, quality systems, competitive advantage, SERQUAL model, Thailand

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Pengaruh Kualitas Layanan terhadap Kepuasan Layanan (Studi pada Mahasiswa Fakultas Kedokteran Universitas Brawijaya)

Jurnal Ilmiah Administrasi Publik ◽

10.21776/ub.jiap.2020.006.03.2 ◽

2020 ◽

Vol 006 (03) ◽

pp. 339-347

Author(s):

Ika Rachmania

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Significant Influence ◽

Service Industry ◽

Service Users ◽

Higher Education Management ◽

Education Management ◽

Indonesian Government ◽

Access Program

Management of higher education becomes a business-like service industry which focuses on its service users. Indonesian government shifts the orientation of higher education management to service users-oriented. Therefore, student satisfaction becomes an essential aspect of higher education management. This study aims to investigate the effect of service quality on student satisfaction. The results show that the aspects of service quality simultaneously influence on student satisfaction. Partially, variables of service quality that have a significant influence on student satisfaction are access, program learning, and reputation. Therefore, Faculty of Medicine could increase student satisfaction by focusing on improving those three aspects that affect student satisfaction.

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Measuring Service Quality in The Context of Higher Education in Vietnam

Journal of Economics and Development ◽

10.33301/2013.15.03.05 ◽

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.

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