scholarly journals MAHASANTRI SATISFACTION TOWARDS THE UNIVERSITY BOARDING SCHOOL: A SERVICE QUALITY APPROACH IN ISLAMIC HIGHER EDUCATION

2019 ◽  
Vol 2 (01) ◽  
pp. 71
Author(s):  
R. Nadia R.P. Dalimunthe ◽  
Dahlya Indra Nurwanti ◽  
Siti Nuraeni Muhtar ◽  
Nurul Hilaliyah
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Language Learning ◽  
English Language ◽  
Education Institution ◽  
Boarding School ◽  
School Program ◽  
Learning Program ◽  
Five Dimensions ◽  
The University

Mahasantri (an Islamic university students) is an agent for Islamic Higher Education Institution to face the Moderate Islam Malay Era. In Indonesia, for example, there is a university boarding school program for Mahasantri to improve their personality and competence. This study is trying to find out whether the program has been aligned with their satisfaction. One of service they received in the boarding is English Language Learning program. They are going to be interviewed about their satisfaction toward the program. Then, the interview result will be analyzed to generate the satisfaction indicator referring to five dimensions of Service Quality (SQ) by Parasuraman and Berry (1991).

Can-Do descriptors – Realigning English Language Curriculum at Higher Education Institution to CEFR

2020 ◽  
Vol 4 (2) ◽  
pp. 84
Author(s):  
Erda Wati Bakar
Keyword(s):  
Higher Education ◽  
Foreign Language ◽  
Language Proficiency ◽  
English Language ◽  
Education Institution ◽  
Ministry Of Education ◽  
Language Curriculum ◽  
English Curriculum ◽  
The Common ◽  
The University

The Common European Framework of Reference for Language (CEFR) has become the standard used to describe and evaluate students’ command of a second or foreign language. It is an internationally acknowledged standard language proficiency framework which many countries have adopted such as China, Thailand, Japan and Taiwan. Malaysia Ministry of Education is aware and realise the need for the current English language curriculum to be validated as to reach the international standard as prescribed by the CEFR. The implementation of CEFR has begun at primary and secondary level since 2017 and now higher education institutions are urged to align their English Language Curriculum to CEFR as part of preparation in receiving students who have been taught using CEFR-aligned curriculum at schools by year 2022. This critical reflection article elucidates the meticulous processes that we have embarked on in re-aligning our English Language Curriculum to the standard and requirements of CEFR. The paper concludes with a remark that the alignment of the English curriculum at the university needs full support from the management in ensuring that all the stakeholders are fully prepared, informed and familiar with the framework.

English Language Learning as Intercultural Experience

2021 ◽  
pp. 1-16
Author(s):  
Hamza R'boul ◽  
M Camino Bueno-Alastuey
Keyword(s):  
Higher Education ◽  
Language Learning ◽  
English Language ◽  
English Education ◽  
Language Teaching ◽  
English Language Teaching ◽  
Intercultural Relations ◽  
Intercultural Experience ◽  
The University ◽  
Teaching In Higher Education

Teaching English in higher education entails additional factors and considerations that exemplify the complexity of accounting for the diverse population in modern higher education institutions. In particular, the increasing flow of international students and the employment demands of functioning in multicultural contexts render helping students to develop a critical understating of intercultural relations an important aspect of English language teaching. With the increasing adoption of English as a medium of instruction and its use as a lingua franca in intercultural communication, it is important to structure English education in a way that accounts for intercultural relations both in and outside the university. In addition to the postmodern conceptualizations of interculturality that emphasize the fluidity of culture, language and identity intercultural relations are characterized by power imbalances. That is why this chapter makes a case for the necessity of considering sociopolitical realities in intercultural English language teaching in higher education.

scholarly journals An investigation of students’ experience of service quality delivered by administrative staff at one site of a South African comprehensive university

2018 ◽  
Author(s):  
◽  
Mxolisi Walter Ntoyakhe
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Service Quality ◽  
South African ◽  
Higher Education Institutions ◽  
Administrative Staff ◽  
Comprehensive University ◽  
Five Dimensions ◽  
Perceptions And Expectations ◽  
The University

Over the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. Higher Education Institutions are increasingly placing greater emphasis on meeting students’ expectations and needs. As institutions of higher learning become more student orientated, student perceptions of higher educational facilities and services are becoming more essential. It is clear that there is a need to measure students’ experience of service quality in order to develop innovative academic structures, facilities and services to retain and attract new students. Therefore, this study used a mixed research approach and a nonprobability sampling technique to identify the sample size. The purpose of this study was to investigate the students’ experience of service quality delivered by administrative staff at one site of a South African Comprehensive University. Underpinned by the Gap Model of service delivery and an adapted SERVQUAL instrument, this study sought to determine perceptions and expectations of service quality across five dimensions, namely: tangibles; reliability; responsiveness; assurance; and empathy. Questionnaires were used as data collection instrument to collect data from two hundred and sixty (260) registered students; twelve (12) academic departments, residence and library administrative staff members. Questionnaires were used to gather data from administrative staff of academic department, library and residence; and registered students in one comprehensive university in South Africa. Statistical Package for the Social Sciences (SPSS) version 24 was used to analyse the data. Statistical tools that include frequencies, mean scores and tabulations were utilized to present the data from findings. The Wilcoxon signed ranks test was also utilized to further analyse the significance of the gaps. Various gaps between students’ perceptions and expectations indicating dissatisfaction with administrative services particularly among the students were identified. The findings from the study indicated that, a negative service quality gap exists at selected site of Comprehensive University in SA. The findings further suggested that issues such as service quality planning and monitoring, establishing recovery mechanisms for service failures, and student- driven service design and standards need to be high on the agenda at higher education institutions to ensure service quality. All five dimensions of SERVQUAL indicated a negative score or quality gap suggesting that the administrators of selected departments need to urgently close the gaps that exist at their institution; key recommendations were thus made to improve the gaps identified. Frequent interaction between the administrators and the students is recommended for the university as it provides important information on student expectations and perceptions. Continuous employee training to improve the existing skills is also recommended for comprehensive university employees as it can have a good impact on meeting the students’ expectations of the service quality dimensions. The study therefore, concluded that the university needed urgent intervention in terms of developing proper academic support structures, facilities and quality services that would satisfy the needs of students.

THE USAGE OF DIDACTIC POTENTIAL OF TRIZ IN TEACHING ENGLISH LANGUAGE AT HIGHER EDUCATION INSTITUTION

2019 ◽  
Author(s):  
Anastasia Shumkova ◽  
Keyword(s):  
Higher Education ◽  
Creative Thinking ◽  
English Language ◽  
Communicative Competence ◽  
Education Institution ◽  
Teaching English ◽  
Modern Education ◽  
The University ◽  
The Given ◽  
Junior Students

The author of the given article points out the necessity of applying the methods of problem-oriented teaching and introducing problem tasks into the modern education program at the university. As a tool for realization of the given approach, the author proposes to use the theory of solving inventive problems (TRIZ), which contributes to the development of non-trivial creative thinking of students and the prevention of psychological inertia.The article gives examples of assignments developed on the base of methods of TRIZ-pedagogics and aimed at the formation of communicative competence of junior students of language universities.

scholarly journals Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study

2020 ◽  
Vol 9 (5) ◽  
pp. 223
Author(s):  
Ouissal GOUMAIRI ◽  
Es-Saâdia AOULA ◽  
Souad BEN SOUDA
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Assessment Tools ◽  
Job Market ◽  
Engineering School ◽  
Five Dimensions ◽  
Quality Of Higher Education ◽  
The University

The quality of higher education systems currently represents a major challenge for the development of societies. In Morocco, engineering education is at the heart of this development, it is a major and necessary lever which, due to an increasingly demanding job market, faces several challenges. According to Moroccan Directorate for Strategies and Information Systems (2018) these challenges are classified into two categories: quantitative (low rate of Moroccan engineers compared to global figures; 1.57 graduates in engineering per 10,000 inhabitants in 2016) and qualitative (adaptation of the academic curriculum to the needs of the job market). However, little work has been done on the introduction of service assessment tools in higher education in Morocco (Akrim, Figari, Mottier-Lopez, & Talbi, 2010).In our article, we are interested in the SERVQUAL method (SERVice QUALity-Quality of Service). This approach, initially designed to measure customer satisfaction in a company, allows, when applied to higher education, to measure student satisfaction at the university. Based on a bibliographic research, we have identified the five dimensions of the model that impact the quality of service.Through the application of this model to a sample of students from a public engineering school, we have been able to determine that tangible elements and physical installations have the biggest impact on service quality with a negative quality gap (-2.0275). As a result, more efforts are needed in these dimensions to improve service quality.In conclusion, the SERVQUAL model, applied to the educational system and more precisely higher education, allows to quantify the non-quality by measuring the gap between the perception of the students and their expectations for a good service. It has the advantage of helping decision-makers take corrective actions needed to improve the service quality provided by universities as a part of a process of continuous improvement to achieve higher degree of excellence.

scholarly journals Effects of a Blended-Flipped English program on the learning of Academic and Administrative Staff in a Higher Education Institution

2019 ◽  
Vol 8 (3) ◽  
pp. 118
Author(s):  
María Catalina Caro Torres ◽  
Diana Angélica Parra Pérez
Keyword(s):  
Higher Education ◽  
Language Learning ◽  
Flipped Classroom ◽  
Teaching And Learning ◽  
Education Institution ◽  
Instructional Model ◽  
Administrative Staff ◽  
Learning Program ◽  
Higher Education Institution ◽  
Positive Effects

This article presents the results of an exploratory study about the contributions of a blended English as a Foreign Language (EFL) learning program, with a flipped classroom instructional model, to the development of the listening and reading skills of academic and administrative staff of a higher education institution. The research followed a mixed method approach framed on variables such as the development of oral (listening) and written (reading) comprehension activities. The results present some contributions of the blended-flipped instructional model to the EFL teaching and learning processes, as well as to development of professors’ and administrative staff’s communicative competences in English. This study highlights how the combination of blended learning with a flipped classroom approach to proficiency program design opens new possibilities in the language learning instructional design field, and demonstrates the blended-flipped model’s positive effects on language learning. It is also novel in its proof of the effectiveness of creating a program based on the professional development needs of the University’s community of professors and administrative staff from various disciplines.

Institutional perspective on writing for international publication

2021 ◽  
Vol 13 (1) ◽  
pp. 86-112
Author(s):  
Adam Wojtaszek
Keyword(s):  
Higher Education ◽  
Data Collection ◽  
English Language ◽  
Education Institution ◽  
Institutional Context ◽  
Faculty Members ◽  
Strategic Choices ◽  
Institutional Perspective ◽  
The University ◽  
Polish Higher Education

Abstract The paper focuses on the institutional background of the publishing practices of Polish scholars, with special emphasis on publications in English. The University of Silesia in Katowice represents a Polish Higher Education Institution which places significant emphasis on international publications. On the basis of two data collection instruments, a report on point-winning publications (2017–2020) and a survey conducted among 197 faculty members, the author portrays the publication-related situation of the university and its most important determinants. Besides the facts pertaining to the distribution of point-winning publications among disciplines and languages, the article address such important issues as the authors’ strategies employed in the preparation of English language manuscripts, language-related issues articulated by the reviewers, and reasons for not publishing in English. A connection is made between the institutional context in which scholarly texts are composed and the strategic choices made by the authors in the process of manuscript drafting.

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 The Determinant of Service Quality Measurement in the Case of Addis Ababa University, Ethiopia

2019 ◽  
pp. 1-19
Author(s):  
Simachew Alemneh Haile
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Addis Ababa ◽  
Quality Measurement ◽  
Education Institution ◽  
Teaching Methodology ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Addis Ababa University ◽  
The University

Service quality has played a significant role in the Higher education institution. It is essential that Higher education institution recognizes student perceptions and expectations and those factors that influence their satisfaction with the service provided. The purpose of this research is to assess students’ satisfaction and Service Quality in Addis Ababa University during the year of 2012. To address this objective, descriptive survey method was employed since it is believed that the method is more appropriate for gathering relevant research information on the measurement of service quality. A 42-items Service quality measurement in the Higher education scale having the six basic service quality dimensions, viz., Teaching Methodology (TM), Environmental Change in the Study Factor(ECSF), disciplinary measures are taken, students’ complaints and response practices, students demographic profile information and overall rating of the service quality, satisfactory level of service were used. Data were collected through a structured questionnaire from the prospective undergraduate and postgraduate student of Addis Ababa University. A total of 331 respondents were selected using stratified random sampling from each college found in the University. The data collected are analyzed from the entire sample. Data analyses have been performed with Statistical Packages for Social Sciences (SPSS) using a technique that includes descriptive statistics, regression analysis and ANOVA test. The major finding of the study indicates that the overall impression given by the students is that they are considerably dissatisfied than satisfied. However, on an individual item basis, graduate level of satisfaction varies from an undergraduate level of satisfaction from item to item. The perception level of students in the four quality dimensions is either moderate or to the lower level. The perception levels are 2.91, 2.83, 2.97 and 2.54 respectively, for the four quality dimensions best faculty teaching methodology (TM), best physical infrastructure, disciplinary action is taken and student`s complaint and response practices). The perception levels of undergraduate and postgraduate students are not significantly different under each quality dimension. Based on the major finding of the study, the researcher recommends that quality in higher education is a holistic concept that should involve various stakeholders. Addis Ababa University should develop and maintain knowledge of the staff through scholarship and improved pedagogical skills possibly with latest technological aids. Moreover, it should create enabling working conditions for academic staff so that it will best promote effective teaching scholarship, research and extension work and enable its staff to carry out their professional tasks, and designing techniques that will encourage formal and informal contact between faculty/staff and students is essential so as partly enhance students’ educational experience by the university. Conclusively, the study proves that the perception level of students in the four quality dimensions is either moderate or to the lower level. There was no area where the university exceeded the students’ expectation.

Service Quality Imperative for Quality Assurance in Higher Education

2020 ◽  
pp. 386-400
Author(s):  
Vannie Naidoo
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Service Sector ◽  
Tertiary Education ◽  
Service Marketing ◽  
Education Institution ◽  
University Environment ◽  
Higher Education Quality ◽  
The University ◽  
Environment Service

In higher education, quality is often looked at from an education perspective. This chapter will take another stance by analyzing and discussing service quality within tertiary education from a marketing perspective. The literature review put forward by various theorists argues that service marketing has evolved over time, as more research has been conducted on service quality and how it impacts on the customer/clients. Since tertiary education forms part of service marketing, this chapter aims to identify the quality variables attached to this service sector and illustrate how each quality variable affects the students and staff within the university environment. Service quality, if developed and implemented accordingly within a higher education institution, can become an important element that a university can use as a competitive advantage. This in turn can yield long-term benefits to the organisation.

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