scholarly journals QUALITY OF HIGHER EDUCATION IN BANGLADESH: APPLICATION OF A MODIFIED SERVQUAL MODEL

2017 ◽  
Vol 75 (1) ◽  
pp. 72-91
Author(s):  
Md. Mamun-ur-Rashid ◽  
Md. Zillur Rhman
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Slight Modification ◽  
Assessment System ◽  
Similar Proportion ◽  
Measurement Tool ◽  
Campus Life ◽  
Academic Administration ◽  
Quality Of Higher Education

Progressive importance, swelling investment, and mounting national and global competition necessitate evaluation of the service quality of higher education. Quantifiable indicators such as student teacher ratio, student number, women participation, establishing new departments, and increase in the number of universities are no longer enough unless the student’s stand point is considered. This research probed the service quality of higher education in a public university in southern Bangladesh utilizing modified SERVQUAL gap model. The t-test results suggest that there is a significant service gap in all the selected service dimensions such as learning, teaching, recognition, assessment system, internet and library facilities, campus life, and non-academic administration. The results also mirror that little more than half (54.1%) students are satisfied with the service quality of the selected university and almost similar proportion (52.1 %) of the students have future interest in studying in the same university. Regression analysis reveals that learning and recognition are two important determinants of client’s overall satisfaction with the service of selected university. Importance Performance Analysis (IPA) advocates that the university should take immediate step in improving internet and library facilities, campus life, and non-academic administration. Factor analysis output confirms that slight modification of the proposed seven set model into six set factors can be employed by the management as off-the-rack service quality measurement tool. Key words: service quality, higher education, SERVQUAL, Bangladesh.

Measuring Relative Effectiveness of Service Quality Factors Affecting Quality of Higher Education in India

2021 ◽  
Vol 11 (2) ◽  
pp. 30-46
Author(s):  
Anshuman Kaler
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Dominant Role ◽  
Relative Effectiveness ◽  
Program Quality ◽  
Quality Factors ◽  
Factors Affecting ◽  
Input Quality ◽  
Quality Of Higher Education

The existing competitive environment in the education sector in India has forced higher education institutes to adopt ‘students as a customer' approach in educational delivery. The extant literature supports seven dimensions of service quality namely input quality, curriculum, academic facilities, industry interaction, interaction quality, support facilities, and nonacademic processes. The objective of the study was to measure the relative effectiveness of service quality factors as perceived by the Indian students. Focus group interviews were conducted with a group of technical and management students. Stratified judgmental sampling was used for the data collection. In the current study, it was observed that the factor of program quality plays a more dominant role than the factor of quality of life in determining the service quality in institutes of higher education. It is further observed that in the sub-dimension of program quality, the factor of curriculum and academic facilities are relatively more dominant than the factor of input quality.

scholarly journals ОЦЕНКА «КАЧЕСТВА ОБРАЗОВАНИЯ» В ВЫСШИХ УЧЕБНЫХ ЗАВЕДЕНИЯХ (НА ПРИМЕРЕ БАТУМСКОЙ ГОСУДАРСТВЕННОЙ МОРСКОЙ АКАДЕМИИ)

2019 ◽  
pp. 31-35
Author(s):  
Диасамидзе Мзия ◽  
Такидзе Ирма
Keyword(s):  
Higher Education ◽  
Professional Training ◽  
World Market ◽  
Educational Process ◽  
Assessment System ◽  
Quality Of Education ◽  
Sociological Research ◽  
Quality Of Higher Education ◽  
The World

The article addresses the problem of higher education - improving the quality of graduates' professional training, provides a brief analysis of research results, Recommendations on how to use the results “Quality of education” is a complex characteristic of education, the task of which is to train specialists who are competitive in the world market. It is impossible to develop a single, scientifically based system of indicators for the quality of student training, since the education system is different in all countries of the World, moreover, a different system of training students, which is one of the influencing factors on the quality of Higher Education. It is necessary to take into account the specifics of the university.One of the elements of the quality assessment system is monitoring, which is considered to be a comprehensive system for diagnosing the quantitative and qualitative characteristics of the effectiveness of an educational system. The assessment of the quality of education should be formed as a cumulative indicator of all the qualities that influence the educational process. During the work we used the results of sociological research of the subjects of the educational process: students, teachers, monitoring of the educational process (academic performance of students).

Evaluating service quality in the higher education sector in Iran: an examination of students’ perspective

2017 ◽  
Vol 10 (2) ◽  
pp. 146-155 ◽  
Author(s):  
Satar Rezaei ◽  
Behzad Karami Matin ◽  
Mohammad Hajizadeh ◽  
Ali Soroush ◽  
Zahra Mohammadi ◽  
...  
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Socioeconomic Development ◽  
Statistical Significance ◽  
Educational Services ◽  
Content Type ◽  
Significance Level ◽  
Five Dimensions ◽  
Quality Of Higher Education

Purpose Education is a human right and access to high quality education is key to sustainable socioeconomic development. Improving the quality of higher education institutes is essential for generating the productive human resources. Assessing the quality of higher education from the students’ perspective can be considered a crucial factor in the monitoring of service quality in universities. The purpose of this paper is to evaluate the quality of educational services in a higher education institute, the Kermanshah University of Medical Sciences (KUMS), in the west of Iran. Design/methodology/approach A multistage sampling method was used to select 346 students from the KUMS, who were enrolled in the second semester of the academic year 2015-2016. The SERVQUAL questionnaire was used to gather data on students’ perceptions and their expectations about the quality of educational services. The authors used a statistical significance level of 0.05 to examine the gap between the students’ expectations and their perceptions of service quality in five dimensions, namely tangibles, responsiveness, reliability, empathy and assurance. Findings The results showed that there was a negative service quality gap in all five dimensions. The overall mean score of students’ expectations and their perceptions was 3.19±0.44 and 2.4±0.45, respectively. The score gap between the overall mean score of perceptions and expectations of students was −0.79, which was statistically significant (p<0.0001). The highest and lowest quality gaps were related to the assurance (−0.84) and tangible (−0.70) dimensions, respectively. Originality/value The study indicated that the quality of educational services provided in the KUMS did not meet students’ expectations in five dimensions of service quality. Thus, it warrants further investigations to determine how to improve the quality of educational services in higher education institutes such as the KUMS.

scholarly journals MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES DURING THE COVID-19 PANDEMIC: A CASE STUDY OF UNIVERSITAS MURIA KUDUS

2021 ◽  
Vol 1 (2) ◽  
pp. 17-26
Author(s):  
Muhkhammat Sahrul Gunawan, Dian Erliana Febriyanti, Rangga Primadasa
Keyword(s):  
Higher Education ◽  
Online Learning ◽  
Service Quality ◽  
Learning System ◽  
Average Score ◽  
Five Dimensions ◽  
Education Services ◽  
Quality Of Higher Education ◽  
Ease Of Access

The spread of Covid-19 led to changes in Higher Education services at Universitas Muria Kudus, where the learning system was carried out online. Servperf is a method for measuring the performance of performance-based service quality. This method is used in this study, where five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy are used as the basis. The literature review was conducted to obtain 15 indicators. From the results of distributing questionnaires based on these 15 indicators, 118 respondents were students of Universitas Muria Kudus. From the tangible dimensions, the average score is 3, the average reliability dimension score is 3.358757, the Responsiveness dimension has an average score of 3.180791, The Assurance dimension has an average score of 3.217514, and the Empathy dimension has an average score of 2.988701. Whereas the highest score indicator was obtained namely the lecturer workforce was able to communicate and present the material well in online learning with an average score of 3.51. Meanwhile, the lowest indicators are indicators namely Ease of access and internet connection during online learning and the learning process that is easy to understand by students during online learning with the same average score of 2.67.

scholarly journals Polling Students as an Integral Element of Objective Assessment of the Quality of the Educational Process in a Higher Educational Institution

2018 ◽  
Vol 4 ◽  
pp. 16-19
Author(s):  
Tatyana V. Vorotilina ◽  
Keyword(s):  
Higher Education ◽  
Survey Methodology ◽  
Educational Institution ◽  
Objective Assessment ◽  
Educational Process ◽  
Assessment System ◽  
Practical Significance ◽  
Structural Element ◽  
Quality Of Higher Education

Purpose. The relevance of the scientific appeal to the problems of the quality of education in general and higher education in particular is essential for all subjects of the educational process. The final result and the achievement of the goals of education directly depend on the expansion of the criteria and approaches to an objective assessment of the quality of the teacher’s activity, and, in consequence, to improving his educational and methodological component of his work. The novelty of the study lies in the analysis of the quality of the educational process taking into account the views of students as direct participants in this process. Methods: the methodological basis of research is the dialectical method of cognition of reality, as well as a set of general scientific and private scientific methods of cognition; especially widely is used the methodology of specific social legal studies (observation, questionnaires, analysis of written sources, and methods of summarizing information, etc.). Results. The results of the research showed that the questioning of students is a necessary structural element of objective assessment system of education’s quality in the university, which should be used with a certain frequency, improving the survey methodology and respecting the moral and ethical standards in selecting indicators and scoring. Monitoring the quality of higher education through questioning students requires a scientific approach and generally affects the effectiveness of education. Scientific and practical significance. Conclusions can be used to create and upgrade local normative acts of higher education institutions, as well as conducting comprehensive studies of the quality of higher legal education and ways of its increase.

scholarly journals Mediating Impact of Emotional Intelligence Competencies on the Relationship of Conflict Management Styles and Service Quality of Higher Education: A Pakistan Based Study

2019 ◽  
Vol 5 (4) ◽  
pp. 623-636
Author(s):  
Umair Asghar ◽  
Khalid Pervaiz
Keyword(s):  
Higher Education ◽  
Emotional Intelligence ◽  
Service Quality ◽  
Conflict Management ◽  
Management Styles ◽  
Conflict Management Styles ◽  
Quality Of Higher Education ◽  
Relationship Of ◽  
The Relationship

This quantitative, investigation was to explore mediating impact of emotional intelligence competencies on the relationship between conflict management styles and service quality of higher education. In this study, multi-stage cluster sampling technique was applied for the selection of sample whereas SPSS was used for testing the hypothesis which measures the direct and indirect effect. Structured questionnaires were used for data collection which comprised of 5 points Likert scale. The findings proved partial mediation to emotional intelligence competencies between the relationship of conflict management styles and service quality of higher education which indicates higher the emotional intelligence competency the staff has, would have the higher the ability to resolve day to day conflicts. The research suggests that faculty and staff training programs, workshops to improve service quality would help to narrow the gap between customer’s perceptions and expectations.

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 Autonomy vs. control: Quality assurance and governmental policy in Flanders

2004 ◽  
Vol 12 ◽  
pp. 71
Author(s):  
Kurt De Wit ◽  
Jef C. Verhoeven
Keyword(s):  
Higher Education ◽  
Quality Assurance ◽  
Assessment System ◽  
Quality Of Higher Education ◽  
Market State ◽  
Key Policy ◽  
The Government ◽  
Quality In Higher Education ◽  
Governmental Control

Higher education in Flanders has seen some major changes in the 1990s. One of the key elements of the new higher education regulations was the quality assessment system. This exemplified best the government's policy of granting all institutions of higher education autonomy, making them responsible for their policies, while still keeping the quality of higher education somewhat under governmental control. In this article, we focus on the tension between the government's aim of improving and controlling the quality of higher education and universities ' concern for their autonomy. We describe the Flemish government's view on issues of quality in higher education and confront these with an account on the basis of case studies of how the quality assurance system was actually implemented in universities. We conclude that the model of the "market state" or the "evaluative state" is only realised partially in Flanders. The government is still interventionist when it comes to key policy issues

scholarly journals Evaluation of the “Quality of Education” in higher educational institutions (on the example of the Batumi State Maritime Academy)

2019 ◽  
Vol 31 (1) ◽  
pp. 54-57
Author(s):  
M. Diasamidze ◽  
Ts. Gvindjhilia ◽  
Ia. Motskobili ◽  
I. Takidze
Keyword(s):  
Higher Education ◽  
Professional Training ◽  
World Market ◽  
Educational Process ◽  
Assessment System ◽  
Quality Of Education ◽  
Sociological Research ◽  
Quality Of Higher Education ◽  
The World

The article addresses the problem of higher education - improving the quality of graduates' professional training, provides a brief analysis of research results, Recommendations on how to use the results “Quality of education” is a complex characteristic of education, the task of which is to train specialists who are competitive in the world market. It is impossible to develop a single, scientifically based system of indicators for the quality of student training, since the education system is different in all countries of the World, moreover, a different system of training students, which is one of the influencing factors on the quality of Higher Education. It is necessary to take into account the specifics of the university. One of the elements of the quality assessment system is monitoring, which is considered to be a comprehensive system for diagnosing the quantitative and qualitative characteristics of the effectiveness of an educational system. The assessment of the quality of education should be formed as a cumulative indicator of all the qualities that influence the educational process. During the work we used the results of sociological research of the subjects of the educational process: students, teachers, monitoring of the educational process (academic performance of students).

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