scholarly journals Service Quality of the Higher Vocational Education

2020 ◽  
Author(s):  
Ana Jovičić Vuković ◽  
Jelena Damnjanović ◽  
Nataša Papić-Blagojević
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Vocational Education ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
T Test ◽  
Higher Vocational Education ◽  
Perceived Service Quality ◽  
Vocational Studies

Research Question: The paper will investigate the service quality of the higher education provided by the higher schools of vocational studies using SERVQUAL methodology. Motivation:  The paper will show the characteristics of higher education of vocational studies, and it will point out the significance of creating and maintaining a quality management system in higher education institutions. The new reform of higher education in Serbia and establishment of academies of vocational studies are the main reasons why the question of service quality becomes one of the most important issues for higher education institutions and basis for competitive advantage, better image and reputation. Also, a growing competition on the higher education market and a smaller number of prospective students are also problems which higher vocational schools are faced with. Idea: The goal of this research is to find the differences between expected and perceived service quality. Furthermore, the paper will show if there are differences between perceived service quality among the students of different study years, as well as differences between the students with State scholarship and the self-funded students. Data: The research included 244 students of the first, second, and third years of bachelor studies from higher schools of vocational studies in Novi Sad, significant and the second-largest educational centre in the Republic of Serbia. Tools: Statistical methods used in this paper are frequency analysis, descriptive statistics, while the hypotheses are tested using the paired sample t-test, the independent t-test, and the one-factor variance analysis – ANOVA. Findings: The results of the research show that service quality of higher vocational education does not meet students' expectations (sig.<0,001)  and that the gap is negative for all dimensions of service quality (Tangibles (-.32), Reliability (-.52), Responsiveness (-.49), Assurance (-.33), and Empathy(-.26)). It is also shown by this research that there are no differences in higher education service quality based on the status of students (sig.>0.05) and the year of studying (sig.>0.05). Contribution: The results can be used as basis for introducing further measures to improve the quality of service provided by higher vocational institutions.

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 A Study of Quality Assessment in Higher Education within the Context of Sustainable Development: A Case Study from Czech Republic

2020 ◽  
Vol 12 (11) ◽  
pp. 4769 ◽  
Author(s):  
David Vykydal ◽  
Martin Folta ◽  
Jaroslav Nenadál
Keyword(s):  
Higher Education ◽  
Sustainable Development ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Lessons Learned ◽  
Success Factor

Quality has become an increasingly important and critical success factor at higher education institutions, particularly universities. Numerous discussions have been held about education quality in the context of sustainable development. However, the quality of that education strongly depends on the overall quality of the management system which operates at schools. The principal aim of this article is to present the approaches to the quality management systems’ development and their assessment at universities, and share some lessons learned from this area of research. Some possibilities of the ISO 9001 standard’s implementation, as well as the application of excellence models as a response to community demands, will be discussed, especially in the context of the recently-introduced Act No. 111/1998 Coll on Higher Education Institutions, which requires quality assurance and quality evaluation. A case study from The VSB-Technical University of Ostrava shows approaches, results and effects of the quality management system implementation.

scholarly journals MEASURING THE STUDENTS’ PERCEPTION OF SERVICE QUALITY

2012 ◽  
Vol 11 (1) ◽  
Author(s):  
Leonardi Lucky Kurniawan ◽  
N. Purnomolastu .
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Student Perception ◽  
Mean Value ◽  
Quality Of Education ◽  
Validity And Reliability ◽  
Chi Square

Like in many other countries, higher education institutions in Indonesia are facing intense competition as the higher education market becomes globalized and competitive pressure intensifies. It is essential that higher education institutions continually monitor the quality of their services and commit themselves to continuous quality improvements in order to respond to the needs of their stakeholders. Measuring service quality in higher education is thus essential In order to provide a comprehensive view of the quality of education, it is valuable to assess not only student perceptions of their educational outcomes but also their perceptions of the manner in which polytechnic education is provided.This study aims at measuring the students’ perception of the service quality of education in a department; identifying differences of the student perception on the service quality based on their academic profiles; identifying which service attributes are more influential in providing service in higher education; and offering recommendation to the management which area(s) still need(s) some improvement.Using the 5-scale questionnaires, the researchers collected the data for the study from graduates of the 5 departments- Accounting, Marketing Management, Secretary Foreign Business Language and Taxation. Pearson Chi-Square and Alpha Cronbach techniques were used to test the validity and reliability before analyzing the data from the questionnaire. Descriptive statistics was deployed to find out the mean value of each indicator. This was followed bv Dummy Regression analysis.    JThe findings of the study suggest that faculty plays the most prominent indicator in reflecting the students perception of service quality of department.

scholarly journals Organizational and motivational factors for the quality of teaching in higher education institutions in Ukraine

2020 ◽  
Vol 7 (12) ◽  
pp. 85-96
Author(s):  
О. Ю. Бобровська
Keyword(s):  
Higher Education ◽  
Education System ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Training System ◽  
Motivational Factors ◽  
Practical Training ◽  
Higher Education System ◽  
Quality Of Higher Education

The article analyzes the transformational shifts in the higher education system of Ukraine and presents proposals for their extension and support. A review of legislative, regulatory and policy documents governing and directing the processes of ensuring the quality of higher education has been carried out. The idea of the depth and effectiveness of reform measures and the processes of improving the quality of higher education is formulated. It was stated that the Ukrainian higher education system has come close to academic traditions and modern practice of organizing the functioning of higher education in the European university system. The steps to enhance and further ensure the quality of higher education in Ukraine are identified. The importance and urgent need for attracting to cooperation and specific participation of the Ministry of Education and Science of Ukraine, line ministries, the Ministry of Social Policy, employment organizations and trade unions of scientific and pedagogical workers of Ukraine in creating and supporting a training system and practical training of future specialists in the workplace, respectively chosen specialty and forecasting current and future long-term needs for training specialists, interest te business to finance higher education. It is emphasized that the quality assurance system of higher education can be achieved only if a motivational system of scientific and pedagogical workers is created to constantly and systematically improve the quality of education. The reasons that lead to insufficient attention to the innovation of the learning processes of students are identified. They include: the issue of continuing education of teachers, improving the standardization of their working time, solving the problem of free publication of the results of scientific research, deepening motivational factors and remuneration of teachers in higher education institutions and others. It is proved that the solution of these problems will create a dynamically updated quality management system of higher education in Ukraine at the level of European quality standards.

Factors of higher education quality service: the case of a Peruvian university

2020 ◽  
Vol 28 (4) ◽  
pp. 219-238
Author(s):  
María del Carmen Arrieta ◽  
Beatrice Avolio
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Latin American ◽  
Higher Education Institutions ◽  
Private University ◽  
Curriculum Planning ◽  
Educational Quality ◽  
Content Type ◽  
Education Service

Purpose The purpose of this paper is to examine the factors that impact the quality of the education service in a Peruvian private university, based on the perception of students and graduates. Design/methodology/approach The sample consisted of 29 students and 20 graduates from the Administration and Finance Program of a Peruvian private university. The data was collected through focus groups and in-depth interviews based on the students’ and graduates’ perspectives of their experiences. The collected data was subjected to content analysis. Findings The study identified ten factors or the underlying dimensions that drive the quality of the education service provided by a Peruvian private university. The factors are professors, lecturers, curriculum, extracurricular activities, position and recognition of the university, infrastructure, library, admission, adequate communication mechanisms with faculty and authorities and services. The main quality indicators of the education service were the professors and curriculum planning. As the students were using the education service, they were more focused on “how” they received the service, rather than “what” services they received, i.e. they evaluated the quality of the process. In contrast, graduates gave more importance to functional service quality. They evaluated the quality of “what they received,” i.e. the result. Research limitations/implications The study has several limitations. First, the qualitative approach does not allow generalizing data. The sample size was relatively small and only involved one Peruvian private university. The study was based on the respondent’s perceptions, which were considered accurate. Practical implications Based on the study findings, the authors made recommendations to meet the needs of the students and graduates. These findings can help universities to develop strategies that improve educational quality and to allocate resources more effectively. Further research could focus on factors that impact service quality in higher education at different stages of the student lifecycle, namely, applicants (service expectations), students (quality of the process) and graduates (results). The authors suggest validating these results quantitatively. Originality/value The study proposes a framework of the higher education service quality based on the experiences of students and graduates that can be used by higher education institutions to continue improving educational quality. The originality of the study lies in the perspective on service quality according to the experiences of students and graduates. Also, this study provides empirical evidence on service quality research in Latin American higher education institutions.

Decision-Making Support Systems in Quality Management of Higher Education Institutions

2017 ◽  
Vol 9 (2) ◽  
pp. 56-79 ◽  
Author(s):  
Manuel Mora ◽  
Fen Wang ◽  
Jorge Marx Gómez ◽  
Mahesh S. Rainsinghani ◽  
Valentyna Savkova Taras Shevchenko
Keyword(s):  
Higher Education ◽  
Decision Making ◽  
Quality Management ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Educational Services ◽  
Managerial Decision ◽  
New Process ◽  
Decision Making Support

The provision of high-quality educational services is a mandatory objective for Higher Education Institutions (HEIs) nowadays. Consequently, HEIs implement Quality Management System (QMS) process frameworks. A core managerial activity conducted in these QMS is decision making, which impacts the overall quality of the provided HEI's educational services. This managerial context found in HEIs demands an adequate and reliable managerial decision-making support. In this article, we elaborate a new Process-Task-Decision scheme for HEIs based on a relevant international QMS process framework (ISO 9001 IWA 2:2007), and we survey selectively DMSS and HEI literature in the 1996-2016 period. We found that DMSS have been used in a variety of Process-Task-Decision situations in HEIs from early periods to the present, but their utilization is still scarce and partially deployed. Thus, open opportunities to apply them in HEIs and relevant knowledge gaps still exist to be further researched.

scholarly journals The Influence of Information Technology on the Information and Service Quality for the Teaching and Learning

2018 ◽  
Vol 13 (12) ◽  
pp. 230 ◽  
Author(s):  
Lianna Sugandi ◽  
Yohannes Kurniawan
Keyword(s):  
Higher Education ◽  
Information Technology ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Teaching And Learning ◽  
Formal Education ◽  
Business Processes ◽  
Higher Education Institutions ◽  
Descriptive Analysis

Globalization has influenced the competition paradigm of higher education institutions in the world. The situation keeps changing, depending on the economy and information technology as the backbone of business processes in organizations. Higher education institutions should have added values to win the competition. Furthermore, the awareness of the society about the importance of formal education, particularly higher education, will make colleges/universities strategic institutions generating high quality human resources. The success of col-leges/universities is determined by service quality, which can be identified through the satisfaction of their customers, students and lecturers. To increase customer satisfaction and be able to compete in the globalization era, as well as generate greater profits, colleges/universities need to identify factors which influence information system services to increase customer satisfaction. Employing descriptive analysis, the study reveals that the purpose and service quality of information technology positively affect the teaching and learning process at colleges/universties.

Decision-Making Support Systems in Quality Management of Higher Education Institutions

2018 ◽  
pp. 1988-2012
Author(s):  
Manuel Mora ◽  
Fen Wang ◽  
Jorge Marx Gómez ◽  
Mahesh S. Rainsinghani ◽  
Valentyna Savkova Taras Shevchenko
Keyword(s):  
Higher Education ◽  
Decision Making ◽  
Quality Management ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Educational Services ◽  
Managerial Decision ◽  
New Process ◽  
Decision Making Support

The provision of high-quality educational services is a mandatory objective for Higher Education Institutions (HEIs) nowadays. Consequently, HEIs implement Quality Management System (QMS) process frameworks. A core managerial activity conducted in these QMS is decision making, which impacts the overall quality of the provided HEI's educational services. This managerial context found in HEIs demands an adequate and reliable managerial decision-making support. In this article, we elaborate a new Process-Task-Decision scheme for HEIs based on a relevant international QMS process framework (ISO 9001 IWA 2:2007), and we survey selectively DMSS and HEI literature in the 1996-2016 period. We found that DMSS have been used in a variety of Process-Task-Decision situations in HEIs from early periods to the present, but their utilization is still scarce and partially deployed. Thus, open opportunities to apply them in HEIs and relevant knowledge gaps still exist to be further researched.

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