scholarly journals Student's expectations of service quality in tertiary education: A comparison between prospective and current students

2006 ◽  
Vol 6 (1) ◽  
Author(s):  
J. W. De Jager ◽  
A. T. Du Plooy
Keyword(s):  
Service Quality ◽  
Tertiary Education ◽  
Educational Institution ◽  
Dropout Rates ◽  
Competitive Environment ◽  
Prospective Students ◽  
Tertiary Institutions ◽  
Academic Reputation ◽  
Buying Decisions

The competition for quality students in a highly competitive environment between newly formed tertiary institutions necessitates the employment of managerial techniques to improve the efficiency and quality of their provisions. By examining the factors that influence the buying decisions of prospective and existing students, the most important service quality variables are determined to enable an institution to attract quality prospective students and reduce dropout rates. The overall objective of the article is to determine the most important service quality variables for predegree and degree students when deciding on an educational institution. The most important identified factors that influenced buying decisions among prospective and existing students, in order of importance, were security on campus, computer and library facilities, academic reputation of the institution and reasonable class fees

Exploring the drivers of service quality perceptions in the tertiary education sector

2014 ◽  
Vol 7 (2) ◽  
pp. 150-180 ◽  
Author(s):  
Meena Chavan ◽  
Jana Bowden-Everson ◽  
Erik Lundmark ◽  
Jan Zwar
Keyword(s):  
Service Quality ◽  
Tertiary Education ◽  
Social Benefits ◽  
Research Approach ◽  
Domestic Students ◽  
Student Interactions ◽  
Content Type ◽  
Tertiary Institutions ◽  
Quality Perceptions

Purpose – The purpose of this paper was to identify similarities and differences between domestic and international student’s expectations of their tertiary experience, as well as the way in which they evaluate the quality of the service that they receive from their tertiary provider. The paper develops an augmented model of service quality which is adapted to suit the tertiary education context. Design/methodology/approach – The study adopted a qualitative research approach. A total of six focus groups were conducted with a total of 36 International students and domestic students. All students were enrolled in the third year of an undergraduate degree at one large metropolitan university in Australia. The data were analyzed using qualitative analytic techniques and coded using NVIVO. Findings – First, the study found that there are significant challenges with regard to the use of student expectations as the foundation for assessing students’ service quality evaluations. This is because students were found to have vague expectations, and limited prior experience of the service from which to shape their expectations. In addition students were found to form their expectations as they consumed the service, throughout their degree program which often spanned three to four years. Second, the study found that traditional dimensions of service quality were not sufficient to capture the depth of international and domestic students’ service evaluations. The study proposed the inclusion of an additional two service quality constructs, namely, social benefits and co-creation/participation. Originality/value – Two new dimensions of service quality emerged from this study, “Social benefits” and “Co-creation/Participation”. The study therefore suggests that the tertiary experience should be enhanced through the provision of additional opportunities for student to staff and student to student interactions. In addition, tertiary institutions should also enhance opportunities for engagement within both the academic and industry environment.

Service Quality and Perceived Value of Cloud Computing-Based Service Encounters

2019 ◽  
pp. 234-247
Author(s):  
Eges Egedigwe
Keyword(s):  
Cloud Computing ◽  
Community Colleges ◽  
Service Quality ◽  
Competitive Environment ◽  
Service Encounters ◽  
Institutional Level ◽  
Computing Services ◽  
Key Stakeholders ◽  
Cloud Computing Services

Cloud computing-based technology is becoming increasingly popular as a way to deliver quality education to community colleges, universities, and other organizations. At the same time, compared with other industries, colleges have been slow on implementing and sustaining cloud computing services on an institutional level because of budget constraints facing many large community colleges, in addition to other obstacles. Faced with this challenge, key stakeholders are increasingly realizing the need to focus on service quality as a measure to improve their competitive position in today's highly competitive environment. Considering the amount of study done with cloud computing in education, very little has been done in examining the needs and the satisfactions of the instructor customer. The purpose of this chapter is to examine the expectations and perceptions of instructors' usage of cloud computing based technology on overall quality of service (QoS) in their respective institutions of higher education.

scholarly journals Internasionalisasi dan Reformasi Perguruan Tinggi: Studi Kasus Pada Lembaga Pendidikan Tinggi Muhammadiyah

2020 ◽  
Vol 4 (2) ◽  
pp. 131 ◽  
Author(s):  
Intan Diane Binangkit ◽  
Dede Iskandar Siregar
Keyword(s):  
Good Governance ◽  
Tertiary Education ◽  
Educational Institutions ◽  
Tertiary Institutions ◽  
Strategic Role ◽  
Research Interviews ◽  
Specialized Institutions ◽  
Quality Policy ◽  
Desk Research

Educational institutions, especially tertiary education, are designed to spearhead the development of the quality of human resources. The strategic role needed by tertiary institutions makes intensive attention to improving its quality. This article discusses how to analyze Muhammadiyah Universities (PTM) to transform institutions from national to international scale. This article is carried out by discussing case studies from PTM. Data collection was carried out through several meetings gathering desk research, interviews, and document studies. Analyzes were performed by pattern matching, cross-case synthesis, and explanation building. The results show several aspects of PTM internationalization. Good governance in achieving the objectives of internationalization must be carried out in the form of a vision, mission, goals, quality policy and strategic plan. An internationalization process that demands specialized institutions that require international cooperation and activities. To support internationalization, the development of HR and decision-making systems that are fast and not rigid are important to consider.

Institutionalised Ethical Issues In Nigeria’s Tertiary Education: An Inquiry In Relation To Normative Quality

2020 ◽  
Vol 7 ◽  
Author(s):  
Umar Mohammed Kani ◽  
Rabiatul-Adawiah Ahmad Rashid
Keyword(s):  
Ethical Issues ◽  
Tertiary Education ◽  
National Policy ◽  
Shared Responsibility ◽  
Regulatory Agencies ◽  
Tertiary Institution ◽  
Tertiary Institutions ◽  
Governmental Agencies ◽  
National Policy On Education

Tertiary education in Nigeria has been facing challenges of quality that become a serious concern to the entire citizens particularly stakeholders for that it is the tool relied upon for growth and development of the country. This study aimed at exploring institutionalised ethical issues in Nigeria’s tertiary education system and inductively speculate whether they are capable of posing a threat to the expected quality for effectiveness. Qualitative method of research was employed in the study using interview protocol to 18 participants drawn purposively from regulatory agencies of the tertiary institutions by their categories, other governmental agencies that make policies and or have necessary stake in tertiary education, and a randomly selected tertiary institution each from the four broad categories. After applying thematic techniques of analysis from the raw interview data collected, themes were identified that confirmed existence of ethical issues condensed in mutilated funding, corruption, autonomy factor, institutionalisation of tertiary education, politicisation and marketisation in the tertiary education sector. Presence of the institutionalised ethical issues raised is a shared responsibility of all stakeholders, and consequential resistance is seemingly difficult. It is therefore concluded that by their strength, the issues are capable of weakening the normative quality of Nigeria’s tertiary education as defined by the National Policy on Education (NPE), hence the need for a realistic improvement.

Developing the Total Student: Model for Learners as Partners in Tertiary Institutions in Nigeria

GIS Business ◽  
2019 ◽  
Vol 14 (5) ◽  
pp. 14-20
Author(s):  
Chris Eriye Tralagba ◽  
Abasiama G. Akpan
Keyword(s):  
Higher Education ◽  
Student Development ◽  
Teaching And Learning ◽  
Tertiary Education ◽  
University Education ◽  
Tertiary Institutions ◽  
Quality Of Higher Education ◽  
Wide Range ◽  
Key Skills

In addition to influencing students’ knowledge base, thinking abilities and skills; university education offers the opportunity to promote other aspects of students’ growth as people. University education has an important role in shaping our future society because today’s university students will be tomorrow’s doctors, engineers, business managers, teachers, faith leaders, politicians, citizens, activists, parents and neighbours. While they need to be able to demonstrate key skills and knowledge to enact those roles effectively, they must also demonstrate personal and social responsibility in carrying them out. While much of the current political discourse about higher education is instrumental and economic, this paper aims to lay the foundation for a discourse based on student development. Data was collected through focus group discussions with students in the various colleges in Evangel University, Akaeze - Nigeria, in-depth interviews with lecturers, administrative staff and document analyses of conference papers and journal articles. Findings reveal that the quality of tertiary education is influenced by socio–cultural, academic, economic, policy, political and administrative factors all of which are inextricably interwoven. In this case, the argument is for leadership of teaching and learning for the purpose of promoting students’ holistic development. The discussion of the findings is based on the findings on a wide range of related literature on learners’ challenges in other universities in Nigeria. The paper concludes that the quality of higher education in tertiary institutions is influenced by factors that have their roots in commercialization, general funding, and human population growth. It was recommended that appropriate policies and indigenous professionals (both academic and administrative) are necessary for improving the quality of higher education in tertiary institutions.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Mengenai Web Fikom Unisba

2020 ◽  
Vol 2 (3) ◽  
pp. 197-200
Author(s):  
Zulfa Haitan Rachman
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Coefficient Of Determination ◽  
Five Dimensions ◽  
Tertiary Institutions ◽  
The Public ◽  
Analysis Technique ◽  
Independent Variable ◽  
Media Data

 Abstract - The phenomenon that is happening right now is that private tertiary institutions have become something that is very much needed by the community, due to the progress of the nation. Where quality universities are seen literally by the public from the facilities and infrastructure that are owned and the satisfaction of students who are in the college environment itself. So students are able to achieve the desired goals. In this case the purpose of this study is to find out how much influence the quality of service on student satisfaction regarding the Faculty of Communication Science Unisba. Service quality consists of five dimensions, namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The sample used in this study was 40 respondents which were students of Fikom Unisba. Then the data collection in the field using online questionnaires, distributed through online media. Data analysis technique used in this study is to use SPSS. The results showed that service quality had a significant (significant) effect on student satisfaction. From the output obtained a coefficient of determination (R2) of 0.215 which implies that the influence of the independent variable (service quality) on the dependent variable (student satisfaction).   Abstrak– Fenomena yang terjadi saat ini yaitu perguruan tinggi swasta menjadi sesuatu yang sangat dibutuhkan oleh masyarakat, karena untuk kemajuan bangsa. Dimana perguruan tinggi yang berkualitas dilihat secara harfiah oleh masyarakat dari sarana dan prasarana yang dimiliki serta kepuasan mahasiswa yang berada di dalam lingkungan perguruan tinggi itu sendiri. Sehingga mahasiswa mampu mencapai tujuan yang diinginkan. Dalam hal ini tujuan penelitian ini yaitu untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan mahasiswa mengenai web Fikom Unisba. Kualitas pelayanan terdiri dari lima dimensi yaitu Reliability, Responsiveness, Assurance, Empathy, dan Tangibles. Sampel yang digunakan dalam penelitian ini adalah 40 responden yang dimana mahasiswa Fikom Unisba. Kemudian pengumpulan data dilapangan dengan menggunakan angket secara online, disebarkan melalui media online. Teknik analisis data yang digunakan dalam penelitian ini yaitu dengan menggunakan SPSS. Hasil penelitian menunjukkan kualitas pelayanan berpengaruh nyata(signifikan) terhadap kepuasan mahasiswa. Dari output tersebut diperoleh koefisien determinasi (R2) sebesar 0,215 yang mengandung pengertian bahwa pengaruh variabel bebas (kualitas pelayanan) terhadap variabel terikat (kepuasan mahasiswa).    

scholarly journals Students' Preference for Online Course in Iran and Ghana: A Conjoint Analysis

2020 ◽  
Vol 1 (1) ◽  
pp. 75-80 ◽  
Author(s):  
Faisal Iddris ◽  
Sana Rouis ◽  
Mohamed Reza Shahrokhi
Keyword(s):  
Online Education ◽  
Conjoint Analysis ◽  
Tertiary Education ◽  
Teaching Quality ◽  
Online Course ◽  
Prospective Students ◽  
Private And Public ◽  
Marketing Activities

There is now intense competition among tertiary education providers due to proliferation of private and public universities offering online and offline courses. The role of marketing is becoming more important among universities as competition in the environment is getting more intense. One main approach that can facilitate the universities marketing activities is understanding what determines students' online course preference. This study aims at examining the factors that influence student's preference for online education. The purpose of this research is two fold: to investigate the number of attributes that are important for a student in opting for pursuing online course and to help universities marketing effort and the understanding of what determines a student's preference for online education. Conjoint analysis was used to investigate the number of attributes in prospective students in Ghana and Iran. The results indicate that the four most important determinants of preference for online course were course suitability, quality of teaching, quality of the course and library services which are important for education strategist to consider when developing and rolling out marketing campaigns and programmes. Keywords: Online education; Course selection; Conjoint analysis

Service Quality and Perceived Value of Cloud Computing-Based Service Encounters

2018 ◽  
pp. 1129-1140
Author(s):  
Eges Egedigwe
Keyword(s):  
Cloud Computing ◽  
Community Colleges ◽  
Service Quality ◽  
Competitive Environment ◽  
Service Encounters ◽  
Institutional Level ◽  
Computing Services ◽  
Key Stakeholders ◽  
Cloud Computing Services

Cloud computing based technology is becoming increasingly popular as a way to deliver quality education to community colleges, universities and other organizations. At the same time, compared with other industries, colleges have been slow on implementing and sustaining cloud computing services on an institutional level because of budget constraints facing many large community colleges, in addition to other obstacles. Faced with this challenge, key stakeholders are increasingly realizing the need to focus on service quality as a measure to improve their competitive position in today's highly competitive environment. Considering the amount of study done with cloud computing in education, very little has been done in examining the needs and the satisfactions of the instructor customer. The purpose of this study is to examine the expectations and perceptions of instructors' usage of cloud computing based technology on overall quality of service (QoS) in their respective institutions of higher education.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN MAHASISWA KULIAH PADA STIE PASAMAN

2019 ◽  
Vol 4 (2) ◽  
pp. 77-85
Author(s):  
M Saleh Lubis
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Human Resources ◽  
Student Satisfaction ◽  
Customer Value ◽  
Educational Institution ◽  
Marketing Management ◽  
High Quality ◽  
The Impact

The Higher Educational Institution plays an important role to generate the high quality of Human Resources on Indonesia. Application of the professional marketing management on this institution is important too. Among the important aspects of marketing management is the words of mouth by the students were satisfied. This study examines the impact of service quality and customer value on satisfaction of students study at STIE Pasaman. Number of sampel is 241 people drawn by Slovin formula from 604 population. The results of this study showed the quality of service and customer value of each partial positive and significant impact on student satisfaction study at STIE Pasaman. The results of this study imply that in order to improve the satisfaction of students studying at STIE Pasaman can be done by increasing again service quality and customer value. Key words : Satisfaction, service quality and customer value.

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