scholarly journals SERVQUAL, SELF-ASSESSMENT THE USE OF THE SERVQUAL MODEL FOR THE COMPOSITION OF SELF-ASSESSMENT IN HEI, CASE STUDY: FACULDADE DO LITORAL PARANAENSE - ISEPE

2019 ◽  
Vol 7 (7) ◽  
pp. 382-389
Author(s):  
Sebastião Cavalcanti Neto ◽  
Ivan Travassos ◽  
Cleverson Molinari Mello
Keyword(s):  
Present Article ◽  
The Self ◽  
Assessment Process ◽  
Self Assessment ◽  
Direct Communication ◽  
Five Dimensions ◽  
Structured Questionnaire

The present article intends to identify the levels of satisfaction of the Faculdade do Litoral Paranaense ISEPE, in order to assess the results in relation to the five Dimensions structured in the Self-assessment being the Tangible Dimensions of Confidence, Responsibility, Security and Empathy. With that it adapted the model SERVQUAL developed by Parasuraman, Zeithaml and Berry (2006) and with the scale of Likert establishing a structured questionnaire in order to establish a direct communication with the academics and users. The general objective of this work is to adapt this model to be used in the Institutional Self-Assessment process of the Faculdade do Litoral Paranaense - ISEPE Guaratuba, seeking to verify the feasibility of the use of these models. After the results obtained and analyzed during the research, it is necessary to appreciate the management of the Institution with the objective of improving the quality of the services provided by the Institution, which are included in the dimensions surveyed.

scholarly journals OS DESAFIOS DA GESTÃO NO AMBIENTE UNIVERSITÁRIO: ESTUDO DE CASO NA FACULDADE SESI-SP DE EDUCAÇÃO

2019 ◽  
Vol 10 (1) ◽  
pp. 56
Author(s):  
Hugo Cesar Bueno Nunes ◽  
Marcus Stander
Keyword(s):  
Document Analysis ◽  
The Self ◽  
Private Higher Education ◽  
Assessment Process ◽  
University Management ◽  
Self Assessment ◽  
University Environment ◽  
The University ◽  
Education In Brazil

É fato que o ensino superior privado no Brasil, vem passando por grandes transformações ao longo dos últimos 20 anos. Neste cenário o presente artigo, tem como objetivo compreender os principais desafios da gestão no ambiente universitário. Para isso, realizamos uma pesquisa qualitativa do tipo estudo de caso, onde utilizamos análise de documentos e questionário para coleta dos dados. Consideramos que o processo de autoavaliação realizado pela IES atrelado ao conhecimento do PDI pode ser um bom indicativo de possíveis saídas para a melhoria dos resultados e para a superação dos desafios apresentados pelos coordenadores de curso. AbstractIt is a fact that private higher education in Brazil has undergone major transformations over the last 20 years. In this scenario, this article aims to understand the main challenges of management in the university environment. For this, we carried out a qualitative research of the type of case study, where we used document analysis and questionnaire for data collection. We believe that the self-assessment process carried out by the IES, linked to the knowledge of the PDI, can be a good indicator of possible outcomes for the improvement of the results and to overcome the challenges presented by the course coordinators.KeywordsManagement Processes; Private Faculty; Challenges of University Management.

Improving Lab Culture Through Self-Assessment: A Case Study

2021 ◽  
Author(s):  
Soleil Hernandez ◽  
Raymond Mumme ◽  
Laurence Court ◽  
Daniel El Basha ◽  
Skylar Gay ◽  
...  
Keyword(s):  
Relevant Literature ◽  
Well Being ◽  
The Self ◽  
Working Environment ◽  
Assessment Process ◽  
Self Assessment ◽  
Survey Results ◽  
Self Assessments ◽  
Team Project

Purpose: Motivated by perceived dissatisfaction within our lab’s changed working environment brought about by the COVID-19 pandemic, we performed a self-assessment of our lab culture through anonymous surveys and live sessions. Methods: In Survey 1, we asked each lab member to identify and rank up to 10 values that are important for a healthy lab environment. They were then asked to rate how well the lab embodied those values at two time points: before the COVID-19 pandemic while working onsite, and at the time of the survey while working remotely (10 months into the pandemic). In a series of live group sessions, we reviewed relevant literature and the survey results to finalize ten themes. We then reflected on each theme and proposed action items to address any deficiencies. Finally, we conducted Survey 2 after the self-assessment to judge the group's finalized themes, implemented changes, and overall satisfaction with the assessment process. Results: Themes identified were attitude, accountability, teamwork/collaboration, communication, diversity/inclusion, emotional intelligence, integrity, training, well-being, and adaptability in crisis-management. All lab members liked the self-assessment process and felt their voices were heard. On average, there was a 1 2 % increase in satisfaction across all themes from the start to end of the lab assessment. Conclusion: We successfully assessed the culture of our lab and subsequently improved lab member satisfaction. The success of this team project suggests that other scientific labs could benefit from similar interactive self-assessments.

scholarly journals Impact of the Self-Assessment Process on Quality Enhancement of Higher Education Institutions: A Case Study of Vietnam

2020 ◽  
Vol 8 (3) ◽  
pp. 536-546
Author(s):  
Phuong Tam Pham ◽  
Tran Binh Duong ◽  
Thi Thuy-Trang Phan ◽  
Thai Huu Nguyen ◽  
Minh Thanh Nguyen ◽  
...  
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
The Self ◽  
Assessment Process ◽  
Quality Enhancement ◽  
Self Assessment

scholarly journals Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

2019 ◽  
Vol 6 (1) ◽  
pp. 9
Author(s):  
Bismark Addai ◽  
Annette Serwaa Agyeman ◽  
Adjei Gyamfi Gyimah
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Banking Industry ◽  
Sampling Technique ◽  
Primary Data ◽  
Statistical Tool ◽  
Five Dimensions ◽  
Structured Questionnaire

Financial services are intangible and the only way to attract and retain customers is to seek out what they expect and design services to meet these expectations. This study was conducted to investigate customers’ evaluation of service quality in the Ghanaian banking industry using Cal Bank Limited as a case study institution and to recommend effective ways to improve the quality of service delivery. A convenience sampling technique was utilized in a 200 sample-size selection from Cal Bank customers in the Kumasi Metropolis, Ghana. Structured questionnaire adopted from the SERVQUAL instrument was used to gather primary data from customers and SPSS Statistics version 21 was employed as the main statistical tool. It is evident in this study that customers are dissatisfied with the overall level of service quality provided by the bank. However, customers are satisfied with empathy and assurance dimensions. The study further revealed that all the five dimensions of service quality significantly influence the service quality of the bank and the dimension with greatest impact is reliability, which has the highest coefficient. This means that the bank needs to pay much attention to reliability as a service quality component and improve upon the reliable services provided to customers whilst maintaining or improving the other dimensions.

Bioethics, Adaptive Preferences, and Judging the Quality of a Life with Disability

2021 ◽  
Vol 47 (1) ◽  
pp. 199-220
Author(s):  
Joseph A. Stramondo ◽  
Keyword(s):  
Health Policy ◽  
Clinical Ethics ◽  
Well Being ◽  
Status Quo ◽  
The Self ◽  
Disabled People ◽  
Self Assessment ◽  
Adaptive Preferences ◽  
The Status

Both mainstream and disability bioethics sometimes contend that the self-assessment of disabled people about their own well-being is distorted by adaptive preferences that are only held because other, better options are unavailable. I will argue that both of the most common ways of understanding adaptive preferences—the autonomy-based account and the well-being account—would reject blanket claims that disabled people’s QOL self-assessment has been distorted, whether those claims come from mainstream bioethicists or from disability bioethicists. However, rejecting these generalizations for a more nuanced view still has dramatic implications for the status quo in both health policy and clinical ethics.

scholarly journals ASPEK DAN PENILAIAN KESEJAHTERAAN SUBJEKTIF: KEBAHAGIAAN, KEGEMBIRAAN, KEPUASAN DAN KUALITI HIDUP

2021 ◽  
Vol 32 (2) ◽  
pp. 95-112
Author(s):  
Nik Shahrizan Nik Mad ◽  
Marzudi Md Yunus ◽  
Muhammad Shamsinor Abdul Azziz
Keyword(s):  
Quality Of Life ◽  
Life Satisfaction ◽  
Family Environment ◽  
Good Life ◽  
Well Being ◽  
The Self ◽  
Subjective Well Being ◽  
Negative Effects ◽  
Self Assessment

Subjective well-being is the self-assessment of happiness, pleasure, satisfaction and quality of life, measured specifically and holistically. The assessment of subjective well-being is varied based on the area of focus of the researcher. Events that occur over some time also could affect an individual’s evaluation. Various factors assess well-being, such as character, love, wisdom, excitement and experiences leading to a good life. The evaluation of the positive and negative effects also affects the subjects’ emotions and mood during a study. Earlier studies showed that well-being is not merely related to income and ownership, but issues on health, activities, personality, emotions, mood, family, environment and various other factors. Therefore, this article aims to discuss aspects, assessment methods, theories and progress based on articles, books and research related to subjective well-being. This study utilises the literature review approach to collect data on subjective well-being. The finding shows that the level of subjective well-being is diverse and dynamic, and not limited to certain aspects and factors that could affect humans. Keywords: subjective well-being; self-assessment; happiness; life satisfaction; quality of life.

scholarly journals SISTEMATIZACIÓN DE LAS FORTALEZAS Y DEBILIDADES DE UN PLAN DE ESTUDIOS EN EL PROCESO ACREDITACIÓN-REACREDITACIÓN.

2014 ◽  
Vol 5 (1) ◽  
pp. 119-135
Author(s):  
Elizabeth González-Sandoval ◽  
María Adilia García-Vargas ◽  
Esteban González-Sandoval
Keyword(s):  
Systems Engineering ◽  
Bachelor's Degree ◽  
Assessment Process ◽  
Improve Quality ◽  
Self Assessment ◽  
National University ◽  
El Sistema ◽  
Academic Personnel ◽  
Sistemas De Informacion

El plan de Estudios de la carrera Ingeniería en Sistemas de Información con grado de Bachillerato  de la Escuela de Informática de la Universidad Nacional, fue acreditado siguiendo las especificaciones dadas por el Sistema Nacional de Acreditación de la Educación Superior (SINAES) a partir del 11 de agosto del año 2005,  4 años después de esta acreditación correspondía iniciar el proceso de reacreditación, por lo que se lleva a cabo un análisis de las debilidades y  fortalezas del Plan de Estudio, con el fin de proponer acciones que se deberán realizar para mejorar la calidad de dicho plan, los resultados se presentaron en el Informe de Ejecutoría (2005) y se basó en los 6 componentes que conformaban el modelo  de acreditación utilizado en el año 2005 a saber: Personal Académico, Currículum, Estudiantes, Administración, Estructura y Equipamiento  e Impacto y Pertinencia. Para el año 2008 el SINAES crea un nuevo modelo que deberá utilizarse para los siguientes procesos de autoevaluación.El análisis de cada componente es bastante extenso por lo tanto, en este artículo se presenta los resultados del primer componente: Personal Académico, posteriormente en otros artículos se presentarán los otros cinco componentes.Se pretende compartir esta experiencia con aquellas instituciones que tienen intenciones de  someterse a un proceso de autoevaluación, ya sea con fines de acreditación o  solamente para mejorar la calidad de su Plan de Estudio.Palabras clave: acreditación, reacreditación, modelo, autoevaluación, componente, Plan de Estudios, Informe de Ejecutoría.AbstractThe curriculum of career in Information Systems Engineering with Bachelor's degree from the School of Computing, National University was accredited following the specifications given by the National Higher Education Accreditation (SINAES) from 11 August 2005, four years after starting this accreditation corresponded reaccreditation process, so it is carried out an analysis of the strengths and weaknesses Curriculum, to propose actions to be carried out to improve quality of the plan, the results are presented in the report execution (2005) and was based on the six components that comprise the accreditation model used in 2005 are: Academic Personnel, Curriculum, Student Administration, Structure and Equipment and Impact and Relevance. For 2008 the SINAES creates a new model to be used for the following self-assessment processes.The analysis of each component is quite extensive so, this article presents the results of the first two components Curriculum Faculty and later in another article will present the Student and Administration component and a third article in the latest components namely infrastructure and Equipment and Impact and Relevance.It aims to share this experience with those institutions who intend to undergo a self-assessment process, either for accreditation or just to improve the quality of its curriculum.Keywords: accreditation, reaccreditation, model, self-assessment component, Curriculum, report execution.

scholarly journals AUTOEVALUACION Y ACREDITACIÓN DE CARRERAS EN LA UNIVERSIDAD NACIONAL DE COSTA RICA: EXPERIENCIAS PARA LA GESTIÓN DE LA CALIDAD. SELF-ASSESSMENT AND ACCREDITATION OF CAREERS IN THE NATIONAL UNIVERSITY OF COSTA RICA: EXPERIENCES FOR QUALITY MANAGEMENT

2011 ◽  
Vol 2 (2) ◽  
pp. 44-68
Author(s):  
Agustina Cedeño-Suárez ◽  
Carlos Hernández-Salazar
Keyword(s):  
Costa Rica ◽  
Quality Management ◽  
Specific Area ◽  
Assessment Process ◽  
Self Assessment ◽  
Teacher Supply ◽  
Quality Of Higher Education ◽  
Management Quality ◽  
National University

El presente artículo  reúne la experiencia de la Universidad Nacional de Costa Rica, en procesos de autoevaluación y acreditación de carreras como mecanismo para el mejoramiento continuo de su oferta académica.   Se plantea un recorrido por la ruta transitada, identificando el referente conceptual e institucional que orienta dichos procesos. Los aprendizajes logrados en más de diez años, once carreras acreditadas y otras tantas en proceso de autoevaluación con fines de acreditación y o mejoramiento,  ofrecen importantes insumos para compartir en pro de la calidad de la educación superior en la Región.La experiencia institucional  se manifiesta en aportes en diferentes aristas, tales como: política institucional, operatividad y éxito en los procesos de autoevaluación, implementación de acciones para la gestión de la calidad de la oferta docente, mecanismos para la identificación de acciones de mejoramiento institucional.  Se reconoce de esta manera, el potencial de la autoevaluación de carreras como instrumento de gestión de la calidad, el cual  no solo trasciende el ámbito específico de la carrera, sino que impacta el ámbito institucional y fuera de este, garantizando la  formación de profesionales de excelencia. Palabras claves: Autoevaluación, Acreditación, Gestión, Calidad y Mejoramiento.AbstractThis article brings together expertise from the National University of Costa Rica, in the process of self-assessment and accreditation as a mechanism for continuous improvement of its academic offerings. These raise a tour of the busy route, identifying the conceptual and institutional reference that guides these processes. The learning in more than ten years achieved, eleven accredited courses and many others in self-assessment process for accreditation self-improvement, provide important inputs to share towards the quality of higher education in the region.The experience institutional is reflected in contributions in different angles, such as institutional policy, operation and success in self-assessment processes, implementation of actions to manage the quality of teacher supply, mechanisms to identify ways of improving institutions. In this way recognizes the potential for career self-assessment as a tool for quality management, which not only transcends the specific area of the race, but that impacts the institutional framework and outside it, ensuring the training of professional’s excellence.Keywords: Self-assessment, Accreditation, Management, Quality and Improvement.

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