scholarly journals THE SERVICE ENCOUNTER IN HIGHER EDUCATION INSTITUTIONS: A SYSTEMATIC LITERATURE REVIEW

2021 ◽  
Vol 7 (3) ◽  
pp. 20-28
Author(s):  
Steven Kayambazinthu Msosa
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Service Providers ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
The Body ◽  
Service Encounter ◽  
Future Research ◽  
Body Of Knowledge ◽  
Negative Feelings

This paper reviews existing literature on the service encounter in higher education institutions. It aims to analyse and provide more insight on the term service encounter, identify dimensions, the types of service encounter and how the service encounter is evaluated. The service encounter (SE) is a critical aspect of the service delivery process. It is used to determine whether the service delivered has been satisfactory or dissatisfactory. Furthermore, the service encounter offers an opportunity for the service provider to demonstrate his or her ability to offer a remarkable experience. However, it has been proven that many service providers do not take advantage of the service encounter to create student satisfaction. As a result, many encounters have left marks of unpleasant and negative feelings on the student. In higher education institutions, the service encounter helps both students and academicians communicate and understand the needs of either party. This study adopted a systematic review of the literature using several academic databases. A plethora of studies on the service encounter were reviewed from several academic databases but only 50 articles published from 1984 to 2018 were cited in this study. A descriptive analysis was used to highlight the classification of the sources used, the number of articles cited in this study and the year when the articles were published. The study identified several definitions of the service encounter and also found that there are several dimensions and types of the service encounter. The divergent views that emanate from these findings stem from the fact that there is a growth in literature and the body of knowledge on the service encounter in different sectors of the economy. The findings of this study could assist academics and practitioners to have a deeper understanding of the service encounter. Such an understanding is very critical in addressing the needs of students and other stakeholders of higher education institutions. Moreover, it can help faculty members and institutional managers deal with moments of truths which if properly managed can facilitate the realisation of student expectations and ultimately, satisfaction. This study further provides a basis for future research using the available service encounter evaluation tools or instruments.

QoS in higher education institutions: the concept, a literature review and future directions

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gyan Prakash
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Student Satisfaction ◽  
Value Chain ◽  
Higher Education Institutions ◽  
The United States ◽  
The Body ◽  
Teaching Excellence ◽  
Content Type ◽  
Body Of Knowledge

PurposeThe purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).Design/methodology/approachA systematic literature review of 167 articles published in various peer-reviewed journals between 1990 and 2019 is performed.FindingsThe findings reveal that around 40 dimensions have been used to conceptualise QoS in HEIs. Reliability followed by responsiveness, tangibility, empathy, assurance, programme design, academic and non-academic processes, reputation and facilities have received the highest attention. The most popular approach is empirical, and surveys and single-context studies are the most popular methods. The United Kingdom (UK) leads research on quality in HEIs, followed by the United States of America (USA) and India.Research limitations/implicationsThis paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing QoS in HEIs.Practical implicationsPolicymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The discussion on HEIs’ and students’ perspectives will help policymakers create teaching excellence.Originality/valueThis paper contributes to the body of knowledge by presenting a unified synthesis of various strands of the literature on QoS in HEIs.

Quality in higher education institutions: insights from the literature

2018 ◽  
Vol 30 (6) ◽  
pp. 732-748 ◽  
Author(s):  
Gyan Prakash
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Value Chain ◽  
Single Case ◽  
Higher Education Institutions ◽  
The Body ◽  
Total Quality ◽  
Teaching Excellence ◽  
Content Type ◽  
Quality In Higher Education

Purpose The purpose of this paper is to understand the meaning and operationalisation of quality in the context of higher education institutions (HEIs). Design/methodology/approach A systematic literature review is performed of 308 articles published in various peer-reviewed journals between 1999 and 2017. Findings The findings reveal that the quality constructs of student learning, engagement, service quality and satisfaction have received the greatest attention, followed by total quality management, quality assurance, benchmarking and accountability. The most popular approach is empirical, and surveys and single case studies are the most popular methods. Europe leads research on quality in HEIs, followed by North America and Asia. Research limitations/implications This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing quality in HEIs. Practical implications Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The operationalisation of quality constructs will help policymakers create teaching excellence. Originality/value This paper highlights the importance of quality in HEIs.

scholarly journals Marketing Mix Instruments as Factors of Improvement of Students’ Satisfaction in Higher Education Institutions in Republic of Serbia and Spain

2020 ◽  
Vol 12 (18) ◽  
pp. 7802 ◽  
Author(s):  
Sandra Brkanlić ◽  
Javier Sánchez-García ◽  
Edgar Breso Esteve ◽  
Ivana Brkić ◽  
Maja Ćirić ◽  
...  
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
Marketing Mix ◽  
Public Image ◽  
Education Marketing ◽  
The Republic ◽  
The Impact ◽  
Students Satisfaction

This paper explores the impact of marketing mix instruments on the students’ satisfaction in faculties in the Republic of Serbia and Spain, with the aim of determining how significant the effects of each marketing mix tool and their combinations are in relation to satisfaction of students in Higher Education Institutions (HEIs). The detailed literature review is provided in the theoretical part, which contributes to a better understanding of terms like marketing in higher education, marketing mix instruments in higher education and students’ satisfaction. Data were collected from 896 respondents, who are all students at the faculties in Serbia and Spain, and were obtained using the questionnaire purposefully composed for this research. The methods used to highlight any gaps in this marketing mix practice and the relative customer–student satisfaction in HEIs are statistical analyses (descriptive analysis, correlation analysis, multiple regression analysis and t-independent samples tests), leading to the general conclusions regarding the following: by improving marketing mix instruments (service, distribution, human factor, physical evidence, service process) we can, and by improving (price, promotion) we cannot, improve students’ satisfaction in higher education institutions. The general conclusions clearly highlight what needs to be improved in practice in higher education institutions to improve students’ satisfaction, especially students’ loyalty, students’ choices, students’ satisfaction with the quality of the marketing mix instruments at the faculty, students’ satisfaction with expectation which they had upon enrolment and student satisfaction with the public image of the faculty, which is the main goal of these institutions.

scholarly journals Developing Innovative Support Structures in Higher Education Institutions: A Student Perspective

2020 ◽  
Vol 10 (1) ◽  
Author(s):  
Mxolisi Walter Ntoyakhe ◽  
Musa Ngibe
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
Academic Departments ◽  
Student Perspective ◽  
Research Approach ◽  
Administrative Staff ◽  
The University

Higher education institutions have been obliged to work extremely hard to ensure their sustainability and growth to meet the ever-increasing demands of university students, parents, and stakeholders. Universities have been under great pressure to remain competitive with a great deal of emphasis placed on being innovative, building auxiliary structures, and acquiring qualified academics. The concept of service delivery of academic departments in universities of technology has received minimal attention. This study explored student expectations and perceptions of service quality provided by academic support departments with the intention of enhancing the level of student satisfaction and experience. A quantitative research approach was employed using questionnaires. A nonprobability convenience sampling was adopted to identify 260 students. Data were coded and analyzed for descriptive analysis using SPSS Version 23.0. The findings revealed that many students were not content with various services provided by the academic departments within the university and that the academic departments did not offer students the services that they expected. The dimension of SERVQUAL displayed a negative gap in services provided by academic administrative staff. On the basis of these findings, it is recommended that the university attends to the identified key areas of concern, particularly administrative staff competency.

Impacts of Lean Six Sigma on improving a higher education system: a case study

2019 ◽  
Vol 36 (6) ◽  
pp. 983-998 ◽  
Author(s):  
Milad Haerizadeh ◽  
Vijaya Sunder M.
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Education System ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Lessons Learned ◽  
The Body ◽  
Future Research ◽  
Content Type

Purpose The purpose of this paper is to demonstrate the applicability and impact of Lean Six Sigma (LSS), a contemporary quality excellence methodology, for improving education system in a reputed University in Iran. Design/methodology/approach The paper follows a case study approach illustrating how theory has been put into practice, explaining how to implement the LSS define-measure-analyze-improve-control framework in a field-setting in a higher education institution (HEI), and to highlight the subsequent challenges occurred and lessons learned during the implementation. Findings The key finding from the study is the confirmation of LSS applicability in education systems. The goals of the LSS team were to baseline student satisfaction levels and improve the overall rating by 10 percent; to decrease student advising wait times by 15 percent; and increase enrollment by 5 percent. The application of the LSS methodology has delivered promising results to improve the education system of the University by achieving the set goals. Further, the implementation of LSS has demonstrated student-facing benefits of improved quality on the education system. Research limitations/implications LSS implementation in HEIs is relatively a new topic for research. Hence, this case study adds to the body of knowledge with directions to progress future research in this area. Practical implications The outputs of the case study have provided greater stimulus within the facilities for wider full-blown deployment of LSS as a strategic resource for problem solving. Additionally, this case study sets the foundation for many other future projects, and to trigger interest among the HEIs in their journeys for quality excellence. Social implications Higher education sector being a socially responsible field of service, LSS offers continuous improvement benefits, highlighted as part of this paper. Originality/value The applicability of LSS in HEIs is relatively an upcoming research area with immense potential and value. This paper would serve as a valuable means for both researchers and practitioners working in HEIs, in terms of understanding the systematic application of the LSS methodology, and implications in a real-world situation.

scholarly journals Virtual Learning System Usage in Higher Education – A Study at Two South African Institutions

2015 ◽  
Author(s):  
Indira Padayachee ◽  
Alta Van Der Merwe ◽  
Paula Kotzé
Keyword(s):  
Higher Education ◽  
South African ◽  
Online Teaching ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
Case Study Research ◽  
Research Strategy ◽  
The Body ◽  
Learning System ◽  
Significant Difference

In higher education institutions various VLSs have been formally adopted to support online teaching and learning. However, there has been little research on patterns of VLS use among educators. The purpose of the research was to provide a descriptive analysis of VLS feature usage, and associated challenges at two South African higher education institutions. A case study research strategy was adopted, combining qualitative and quantitative approaches to data collection and analysis. Survey findings revealed four clusters of VLS feature usage, namely, communication, management, content and pedagogic. Analysis showed that the ‘content cluster’ was used more than the other clusters. The average usage of the ‘pedagogic cluster’ for Durban University of Technology (DUT) was significantly greater than that of University of KwaZulu-Natal (UKZN), which tentatively indicates that staff development seems to be an important aspect of VLS usage. There was no significant difference in the usage of the ‘communication’ and ‘management’ clusters between the two institutions, DUT and UKZN. The study contributes to the body of system utilisation research by confirming an uneven pattern of VLS feature usage among educators, whilst providing fresh insights into the challenges associated with the usage of two different VLSs in two different universities.

Resources for hope: Ideas for alternatives from heterodox higher education institutions

2017 ◽  
Vol 10 (1) ◽  
pp. 66-86
Author(s):  
Catherine Norma Butcher
Keyword(s):  
Higher Education ◽  
Liberal Arts ◽  
Liberal Arts Colleges ◽  
Higher Education Institutions ◽  
Basque Country ◽  
The Body ◽  
Practical Significance ◽  
Body Of Knowledge ◽  
Small Liberal Arts Colleges ◽  
The Relationship

This report describes my field visits to Berea and Deep Springs Colleges in the U.S.A. and explores their forms of ownership/control, governance, financing and organisational structure. Berea and Deep Springs are small, liberal arts colleges, distinctive in American higher education, in which students actively participate in a spirit of democracy. This report highlights the relationship between these heterodox organisational forms and student outcomes. It examines the practical significance of these two colleges for education policy and how certain features could be resources for hope used in constructing heterodox higher education institutions in other parts of the world. This report complements that of Wright, Greenwood and Boden (2011) on Mondragón University – a cooperative in the Basque country of Spain – by adding to the body of knowledge on alternative models of higher education institutions.

scholarly journals Investigation into the Model of Campus and Learning Spaces Therein to Serve the Purpose of Urban Higher Education Institutions – Phase 1

2019 ◽  
Author(s):  
Kai Tsun Chan ◽  
Charlie Q. L. Xue
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Phase 1 ◽  
The Body ◽  
Design Parameters ◽  
Learning Spaces ◽  
Traditional Role ◽  
Body Of Knowledge ◽  
Design Paradigm ◽  
Urban Higher Education

The emergence of the knowledge-driven economic structure reshapes the role of higher education institutions (HEIs) against the background of social development. HEIs have long served as the most important source of knowledge and intelligence to a city, and they are now demanded more than their traditional role solely in education and research.This givesrise toa newmodel of HEIs, namely“UrbanHigher Education Institutions (UHEIs)”, which is to enable intense interactions between a HEI and its host city by means of campus location. This research is aimed to contribute to the body of knowledge on architectural typology by investigation into the design of campus and learning spaces therein for UHEIs which can serve the needs of a city driven by the knowledge economy. A recommended model considering a list of design parameters is expected to be developed which underpins the design paradigm for addressing the given condition of high-density urban environment in Hong Kong.

Event innovation induced corporate branding

2017 ◽  
Vol 29 (3) ◽  
pp. 862-882 ◽  
Author(s):  
Fiona X. Yang ◽  
Sherry Xiuchang Tan
Keyword(s):  
Corporate Branding ◽  
Structural Equation ◽  
Corporate Image ◽  
The Body ◽  
Equation Modeling ◽  
Future Research ◽  
Event Management ◽  
Content Type ◽  
Body Of Knowledge ◽  
Corporate Loyalty

Purpose This paper aims to empirically investigate how event innovation may induce desirable corporate branding. Design/methodology/approach A survey yielded 280 complete responses from tourists who had attended an event in Macau. Structural equation modeling was used to test the innovation-corporate loyalty framework through perceived event value and corporate image, with a multi-group comparison to examine differences between first-time and repeat customers. Findings The results indicate that innovation is not only the key to value enhancement of the event but also an efficacious instrument of branding the parent company and building corporate loyalty; only product-related innovation has a significant impact on event value; both functional and emotional values induce a more favorable corporate image; and event-induced corporate branding is more effective in securing repeat business than attracting new clientele. Practical implications The findings help hospitality operators and event planners to leverage innovative events for corporate branding and cater to different customer segments by providing distinct marketing strategies. Originality/value The study contributes to the body of knowledge regarding event management and corporate branding and sheds light on future research to explore the initiative and benefit of pushing forward event innovation.

Sign in / Sign up

Export Citation Format

Share Document