scholarly journals Students’ Perception on Core Service Quality in Higher Education Institutions in UAE

2020 ◽  
Vol 8 (2) ◽  
pp. 43-49
Author(s):  
T K Sameena
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Value Added ◽  
Two Dimensions ◽  
Educational Institutions ◽  
Basic Service ◽  
The Core ◽  
Core Service ◽  
Quality In Higher Education

The service quality in educational institutions has been focused on two dimensions, namely core and value-added service quality. The core service quality is the various basic service quality variables established by the pioneer in the field. These are reliability, responsiveness, empathy, assurance, and tangibles. The paper focuses on the core service quality as viewed by the students of selected Higher Education Institutions in the UAE.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

scholarly journals Student eXperience: A Systematic Literature Review

2021 ◽  
Vol 11 (20) ◽  
pp. 9543
Author(s):  
Nicolás Matus ◽  
Cristian Rusu ◽  
Sandra Cano
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Undergraduate Students ◽  
Systematic Literature Review ◽  
Higher Education Institutions ◽  
Student Experience ◽  
Educational Institutions ◽  
Research Questions ◽  
Definition Of ◽  
Quality In Higher Education

Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of students. For this reason, we conducted a systematic literature review addressing the concept of SX in higher education, specifically aiming at undergraduate students. In this work, we approach the concept of SX from the perspective of customer experience (CX), based on the premise that students are users of higher education institutions’ products, systems and/or services. We reviewed articles published between 2011 and 2021, indexed in five databases (Scopus, Web of Sciences, ACM digital, IEEE Xplore and Science Direct), trying to address research questions concerning: (1) the SX definition; (2) dimensions, attributes and factors that influence SX; and (3) methods used to evaluate the SX. We selected 65 articles and analyzed various SX definitions, as well as scales and surveys to evaluate SX, mainly relating to satisfaction and quality in higher education. We propose a holistic definition of SX and recommend ways to achieve its better analysis.

Service quality in higher education institutions: qualitative evidence from the students’ perspectives using Maslow hierarchy of needs

2020 ◽  
Vol 12 (3) ◽  
pp. 371-384 ◽  
Author(s):  
Jawad Abbas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Deductive Reasoning ◽  
Higher Education Institutions ◽  
Teaching Quality ◽  
Hierarchy Of Needs ◽  
Framework Analysis ◽  
Content Type ◽  
Individual Interviews ◽  
Quality In Higher Education

Purpose Higher education institutions (HEIs) are responsible for training and transforming the students into valuable resources. Although students are believed to be the principal stakeholders in HEIs, limited research studies are available on service quality (SQ) in HEIs from students’ perspectives. This study aims to bridge this gap by investigating the factors, which constitute SQ in HEIs, specifically from students’ perspective, as existing literature on this topic is either from management and general perspective or is time dated. Design/methodology/approach The current study contributes by reviewing qualitative responses received through interviews and focus groups session with 43 students from 3 Turkey-based private HEIs. Data was collected from 43 students through 26 individual interviews and 3 focus group sessions and was analyzed through deductive reasoning using narrative and framework analysis with open coding. Findings The analysis of data indicated six main themes, specifically: teaching quality, facilities, support staff quality, employability links, safety and security and extra-curricular activities as indicators of SQ from students’ perspective. The findings of the study strongly comply with Maslow’s hierarchy of needs and take steps by identifying employability and safety and security as new emerging indicators of the existing literature of SQ in HEIs. Originality/value The existing literature lacks to provide qualitative data on SQ in HEIs from students’ perspectives in Asian countries, particularly, in Turkey, the place of current research. The findings of the present research provide valuable insights to HEIs’ management to understand students’ perceptions of SQ, their expectations and experiences.

scholarly journals Intensifying Focus on Service Quality in Higher Education Institutions: Emotional and Spiritual Intelligence

2020 ◽  
Vol 5 (15) ◽  
pp. 85-92
Author(s):  
Mazni Saad ◽  
Norliana Ahmadshah ◽  
Kamisah Supian ◽  
Anita Abdul Rani
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Learning Experience ◽  
Publishing House ◽  
Spiritual Intelligence ◽  
International Publishing ◽  
Quality In Higher Education ◽  
The University ◽  
Quality Learning

The influence of Emotional and Spiritual Intelligence was investigated on the lecturers’ Service Quality. Based on stratified sampling method, the results confirmed that both types of intelligence have a positive and significant influence on the lecturers’ teaching progression. In conclusion, if the average level of each intelligence was good, then the level of Service Quality would also excel accordingly. The study highlights the need to have both EQ and SQ as it will encourage and motivate them into giving their best service to the university as well as their highest commitment towards giving students the best quality learning experience.   Keywords: Emotional Intelligence; Higher Education Institutions; Service Quality; Spiritual Intelligence eISSN: 2398-4287© 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v5i15.2340.

scholarly journals Development of Service Quality Scale in Higher Education: A Validity and Reliability Study

2021 ◽  
Vol 11 (1) ◽  
pp. 161-173
Author(s):  
Şakir Çınkır ◽  
Sevgi Yıldız ◽  
Gül Kurum
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Undergraduate Students ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Quality Of Services ◽  
Validity And Reliability ◽  
Quality In Higher Education

Students have become highly critical and analytical in selecting the higher education institution they would like to study at. It has become important for higher education institutions to be preferred by such prospective students as well as ensuring the commitment and retention of their current students. Universities, as the most important representatives of higher education institutions, are evaluated directly and indirectly by their stakeholders regarding the quality of the services they provide. Service quality and satisfaction surveys based on these evaluations can have a wide variety of implications on institutional rankings, preferability, financial policies, etc. This study aims to develop a scale specific to Turkish Higher Education Institutions to determine the quality of services offered in higher education according to the satisfaction perceptions of undergraduate students. Accordingly, the first draft of a 53-item seven-dimensional five-point Likert type scale was created. The piloting version of the scale was applied to a total of 500 undergraduate students, of whom 346 were female and 149 male, who were continuing their studies in 15 faculties of a public university in Turkey. Further, particular care was taken to include students who were in their second year or higher seniority at the university so that they would have had sufficient time to benefit from the services offered. A 29-item structure with three sub-dimensions was revealed as a result of the exploratory factor analysis performed. The sub-dimensions were named as "Academic services", "Administrative services", and "Campus facilities". The findings of the confirmatory factor analysis conducted on 1782 participants support the structure validity of the scale. Based on the findings, the Service Quality in Higher Education Scale has been determined to be a highly reliable and valid scale that can be used to specifically measure the quality of services offered in higher education.

scholarly journals Service quality in higher education: Applying HEdPERF scale in Vietnamese universities

2021 ◽  
Vol 11 (1) ◽  
pp. 101-115
Author(s):  
Le Dinh Minh Tri ◽  
Tran Thi Hoang Lam ◽  
Nguyen Quang Trang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Two Dimensions ◽  
Education Sector ◽  
Quality Model ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality In Higher Education ◽  
General Service

As the higher education sector is more competitive and globalized, service quality and student satisfaction are increasingly essential and attract more attention. However, research on this topic usually employed general service models applied for the higher education context. This paper investigates the service quality in higher education by combining the HEdPERF model and the popular two-dimensional service quality model to link the general and context-focused perspective. Data were obtained from 335 respondents who are students in Vietnamese universities. Findings indicate the effects of functional and technical service quality on student satisfaction and determine each HEdPERF dimension’s relationships on the two dimensions of service quality. This study contributes to understanding the path from service performance in the higher education sector, service quality dimensions, and satisfaction. This also provides suggestions for Vietnamese universities in improving their performance and services.

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