scholarly journals The Determinant of Service Quality Measurement in the Case of Addis Ababa University, Ethiopia

2019 ◽  
pp. 1-19
Author(s):  
Simachew Alemneh Haile
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Addis Ababa ◽  
Quality Measurement ◽  
Education Institution ◽  
Teaching Methodology ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Addis Ababa University ◽  
The University

Service quality has played a significant role in the Higher education institution. It is essential that Higher education institution recognizes student perceptions and expectations and those factors that influence their satisfaction with the service provided. The purpose of this research is to assess students’ satisfaction and Service Quality in Addis Ababa University during the year of 2012. To address this objective, descriptive survey method was employed since it is believed that the method is more appropriate for gathering relevant research information on the measurement of service quality. A 42-items Service quality measurement in the Higher education scale having the six basic service quality dimensions, viz., Teaching Methodology (TM), Environmental Change in the Study Factor(ECSF), disciplinary measures are taken, students’ complaints and response practices, students demographic profile information and overall rating of the service quality, satisfactory level of service were used. Data were collected through a structured questionnaire from the prospective undergraduate and postgraduate student of Addis Ababa University. A total of 331 respondents were selected using stratified random sampling from each college found in the University. The data collected are analyzed from the entire sample. Data analyses have been performed with Statistical Packages for Social Sciences (SPSS) using a technique that includes descriptive statistics, regression analysis and ANOVA test. The major finding of the study indicates that the overall impression given by the students is that they are considerably dissatisfied than satisfied. However, on an individual item basis, graduate level of satisfaction varies from an undergraduate level of satisfaction from item to item. The perception level of students in the four quality dimensions is either moderate or to the lower level. The perception levels are 2.91, 2.83, 2.97 and 2.54 respectively, for the four quality dimensions best faculty teaching methodology (TM), best physical infrastructure, disciplinary action is taken and student`s complaint and response practices). The perception levels of undergraduate and postgraduate students are not significantly different under each quality dimension. Based on the major finding of the study, the researcher recommends that quality in higher education is a holistic concept that should involve various stakeholders. Addis Ababa University should develop and maintain knowledge of the staff through scholarship and improved pedagogical skills possibly with latest technological aids. Moreover, it should create enabling working conditions for academic staff so that it will best promote effective teaching scholarship, research and extension work and enable its staff to carry out their professional tasks, and designing techniques that will encourage formal and informal contact between faculty/staff and students is essential so as partly enhance students’ educational experience by the university. Conclusively, the study proves that the perception level of students in the four quality dimensions is either moderate or to the lower level. There was no area where the university exceeded the students’ expectation.

A look at university student service quality and satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ling Kee Htang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The One ◽  
The University

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

scholarly journals Service Quality Measurement in Higher Education

2017 ◽  
Vol 9 (02) ◽  
Author(s):  
Mohammad Razi-ur-Rahim
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Qualitative Methodology ◽  
Quality Measurement ◽  
Measurement Instruments ◽  
Education Environment ◽  
New Instrument ◽  
Depth Study ◽  
Quality Dimensions ◽  
Quality In Higher Education

Quality is an elusive and indistinct construct in higher education. Research has demonstrated the strategic benefits of quality measurement. Basically, there are three quality dimensions which are physical, corporate, and interactive quality. This paper attempts to rectify the situation by reviewing the small number of studies that have investigated service quality in the higher education sector. By combining the different findings paper compares the quality dimensions proposed in service, product, and software quality dimensions. Acomprehensive list of service quality dimensions together with proposed interpretations for a higher education environment is presented. Various models and tools are discussed for measuring service quality. A new attempt has to be made to propose a new instrument based on new approaches and techniques. Purpose The purpose of this research article is to examine service quality in Higher Education and various instruments used in the evaluation of service quality in Higher Education. Design/methodology/approach The study uses qualitative methodology involving in-depth study of various research papers. Findings There is a need to determine how quality dimensions/factors are perceived by students' groups. The modifications have been recognized as the new service quality measurement instruments. Research limitations/implications Since the study has used the qualitative methodology, observations and findings need to be validated with empirical data. Practical implications The paper suggests that experimental application of SERVQUAL is quite important for further research.

scholarly journals Electronic Service Quality in Higher Education: Evidence from Albania

2014 ◽  
Vol 2 (1) ◽  
pp. 205 ◽  
Author(s):  
Shpëtim Çerri
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Education Institution ◽  
Public University ◽  
University Management ◽  
Web Based ◽  
Perceived Service Quality ◽  
Electronic Service ◽  
Quality In Higher Education ◽  
The University

The purpose of this paper is to investigate the electronic service quality (e-SQ) offered by a higher education institution in Albania. Many universities are implementing web-based solutions to facilitate the delivery of their services, previously offered by appointed staff and physical facilities. These electronic services aim to increase the effectiveness of university's activities as well as to increase the convenience and the quality that both students and faculty receive. This study employs a modified E-S-Qual scale to measure the perceived service quality offered by a public university in Albania. Exploratory factor analysis and multiple regression analysis were used to confirm the proposed factor structure, while ANOVA served to measure the differences in e-SQ perceptions between students and faculty. The data analysis reveals interesting findings about the e-SQ offered by the university, as well as highlights the differences in perceptions between students and faculty. The study also affirms the E-S-Qual scale as a suitable instrument for measuring the e-SQ in higher education institutions. The results of the study are helpful for university management as they provide an overview of actual conditions of the quality the university offers and serve as a benchmark for further improvements. A limitation of this paper is that it focuses in measuring the e-SQ in a single setting. Nevertheless, this does not compromise the generalizability of the results and encourages the replication of this kind of study with further research.

Service Quality Imperative for Quality Assurance in Higher Education

2020 ◽  
pp. 386-400
Author(s):  
Vannie Naidoo
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Service Sector ◽  
Tertiary Education ◽  
Service Marketing ◽  
Education Institution ◽  
University Environment ◽  
Higher Education Quality ◽  
The University ◽  
Environment Service

In higher education, quality is often looked at from an education perspective. This chapter will take another stance by analyzing and discussing service quality within tertiary education from a marketing perspective. The literature review put forward by various theorists argues that service marketing has evolved over time, as more research has been conducted on service quality and how it impacts on the customer/clients. Since tertiary education forms part of service marketing, this chapter aims to identify the quality variables attached to this service sector and illustrate how each quality variable affects the students and staff within the university environment. Service quality, if developed and implemented accordingly within a higher education institution, can become an important element that a university can use as a competitive advantage. This in turn can yield long-term benefits to the organisation.

scholarly journals MAHASANTRI SATISFACTION TOWARDS THE UNIVERSITY BOARDING SCHOOL: A SERVICE QUALITY APPROACH IN ISLAMIC HIGHER EDUCATION

2019 ◽  
Vol 2 (01) ◽  
pp. 71
Author(s):  
R. Nadia R.P. Dalimunthe ◽  
Dahlya Indra Nurwanti ◽  
Siti Nuraeni Muhtar ◽  
Nurul Hilaliyah
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Language Learning ◽  
English Language ◽  
Education Institution ◽  
Boarding School ◽  
School Program ◽  
Learning Program ◽  
Five Dimensions ◽  
The University

Mahasantri (an Islamic university students) is an agent for Islamic Higher Education Institution to face the Moderate Islam Malay Era. In Indonesia, for example, there is a university boarding school program for Mahasantri to improve their personality and competence. This study is trying to find out whether the program has been aligned with their satisfaction. One of service they received in the boarding is English Language Learning program. They are going to be interviewed about their satisfaction toward the program. Then, the interview result will be analyzed to generate the satisfaction indicator referring to five dimensions of Service Quality (SQ) by Parasuraman and Berry (1991).

scholarly journals REKONSEPTUALISASI KONSTRUK KUALITAS LAYANAN SPESIFIK PADA KONTEKS PERGURUAN TINGGI

2020 ◽  
Vol 15 (1) ◽  
pp. 49-64
Author(s):  
Fachri Eka Saputra
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quantitative Research ◽  
Quality Measurement ◽  
Sampling Technique ◽  
Education Institution ◽  
Higher Education Institution ◽  
Administrative Services ◽  
Quantitative Descriptive ◽  
Education Performance

This study aims to reexamine the scale of service quality measurement that refers to multi-dimensional concepts. This type of research is quantitative descriptive research. This research is a quantitative research. Sampling in this study was carried out randomly by using probability sampling with a stratified random sampling technique in obtaining information from respondents. The number of samples used was 200 people in each department in the Economic and Business Faculty, University of Bengkulu. The results showed that service quality can be classified into 6 factors. These factors consist of Factor 1 which focuses on administrative services; Factor 2 which focuses on facilities and infrastructure; Factor 3 which focuses on the quality of teaching; Factor 4, which focuses on resource allocation; Factor 5, which focuses on the ease of borrowing space; and Factor 6 focuses on lecturer responsiveness to student complaints. The higher education institution and each unit under it are expected to pay attention to these factors in developing policies and programs.  Keyword:   Service Quality, HEdPerf (Higher Education Performance), HiEdQual (Higher Education Quality), Higher Education Institution.

scholarly journals Service Quality in Sport: A Higher Education Perspective

2013 ◽  
Vol 5 (2) ◽  
pp. 99-105 ◽  
Author(s):  
Dayaneethie Veerasamy ◽  
Magalingam Atheeshey Pillay .
Keyword(s):  
Physical Activity ◽  
Higher Education ◽  
Service Quality ◽  
Student Participation ◽  
Participation Rate ◽  
Competitive Sport ◽  
General Decline ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The University

Although the University remains a strong competitor in major sport codes, there has been a general decline in student participation in physical activity. This is evident by the low participation rate of students in competitive sport. The aim of this paper was to investigate students’ expectations and perceptions of the sport offering at the University. A total of 400 students completed the survey using a questionnaire developed from the SERVQUAL instrument. All the service quality dimensions in the students’ surveys of sport at the University contain negative mean gap scores. From these findings, the Sport department at the University can identify specific gaps in the service quality dimensions and seek to close them. Service quality dimensions that are deemed to be good predictors of service quality have been related to factors relating to tangibility, reliability and responsiveness. The University should address these dimensions in its attempt to improve on service quality. The reliability dimension, which has emerged as the most important service quality predictor, needs the most attention.

Can-Do descriptors – Realigning English Language Curriculum at Higher Education Institution to CEFR

2020 ◽  
Vol 4 (2) ◽  
pp. 84
Author(s):  
Erda Wati Bakar
Keyword(s):  
Higher Education ◽  
Foreign Language ◽  
Language Proficiency ◽  
English Language ◽  
Education Institution ◽  
Ministry Of Education ◽  
Language Curriculum ◽  
English Curriculum ◽  
The Common ◽  
The University

The Common European Framework of Reference for Language (CEFR) has become the standard used to describe and evaluate students’ command of a second or foreign language. It is an internationally acknowledged standard language proficiency framework which many countries have adopted such as China, Thailand, Japan and Taiwan. Malaysia Ministry of Education is aware and realise the need for the current English language curriculum to be validated as to reach the international standard as prescribed by the CEFR. The implementation of CEFR has begun at primary and secondary level since 2017 and now higher education institutions are urged to align their English Language Curriculum to CEFR as part of preparation in receiving students who have been taught using CEFR-aligned curriculum at schools by year 2022. This critical reflection article elucidates the meticulous processes that we have embarked on in re-aligning our English Language Curriculum to the standard and requirements of CEFR. The paper concludes with a remark that the alignment of the English curriculum at the university needs full support from the management in ensuring that all the stakeholders are fully prepared, informed and familiar with the framework.

THE INFLUENCE OF WORK LIFE BALANCE TOWARDS JOB PERFORMANCE IN PRIVATE HIGHER EDUCATION INSTITUTION (PHEI)

2017 ◽  
Vol 3 (1) ◽  
pp. 18
Author(s):  
Noorlaila Hj. Yunus ◽  
Siti Musalmah Ahmad Fuad
Keyword(s):  
Higher Education ◽  
Social Support ◽  
Job Performance ◽  
Human Resource ◽  
Education Institution ◽  
Work Life ◽  
Private Higher Education ◽  
Work Life Balance ◽  
Life Balance ◽  
The University

Work-Life Balance (WLB) is an important factor that the Human Resource Management of private higher education Institution (PHEI) should concern about in order to gain high Job Performance in theinstitution. If there are WLB practices implemented by the university, the Human Resource Department (HRD) must always get feedback from the employees to continuously improve the WLB policy. This will benefit not just the employees but the most important to the PHEI by having a good productivities and high job performance employees. The result shows that most of the employees in the university have good social support from their colleagues at work place, friends and their families. This support have given them inspiration and motivation in doing their job properly and finally they might achieved high job performance. Eventhough the result were positive about the social support the employees receives, the top management including the HRD need to revise their policy of WLBespecially other factors that can influenced the employees to optimized their efforts in doing their job.

The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

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