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Article
Publication date: 13 July 2010

Maria Tsinidou, Vassilis Gerogiannis and Panos Fitsilis

The aim of this paper is to identify the quality determinants for education services provided by higher education institutions (HEIs) in Greece and to measure their…

Abstract

Purpose

The aim of this paper is to identify the quality determinants for education services provided by higher education institutions (HEIs) in Greece and to measure their relative importance from the students' points of view.

Design/mthodology/approach

A multi‐criteria decision‐making methodology was used for assessing the relative importance of quality determinants that affect student satisfaction. More specifically, the analytical hierarchical process (AHP) was used in order to measure the relative weight of each quality factor.

Findings

The relative weights of the factors that contribute to the quality of educational services as it is perceived by students was measured.

Research limitations/implications

The research is based on the questionnaire of the Hellenic Quality Assurance Agency for Higher Education. This implies that the measured weights are related mainly to questions posed in this questionnaire. However, the applied method (AHP) can be used to assess different quality determinants.

Practical implications

The outcome of this study can be used in order to quantify internal quality assessment of HEIs. More specifically, the outcome can be directly used by HEIs for assessing quality as perceived by students.

Originality/value

The paper attempts to develop insights into comparative evaluations of quality determinants as they are perceived by students.

Details

Quality Assurance in Education, vol. 18 no. 3
Type: Research Article
ISSN: 0968-4883

Keywords

Content available
Article
Publication date: 13 July 2010

John Dalrymple

Abstract

Details

Quality Assurance in Education, vol. 18 no. 3
Type: Research Article
ISSN: 0968-4883

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Article
Publication date: 19 November 2019

Kornilia Skarpeta, Maria Koemtzi and Dimitrios Aidonis

The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the…

Abstract

Purpose

The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the concept of internal service quality and to identify the factors that support the attainment of high levels of internal quality. Internal service quality refers to the quality of services offered between units and/or employees within an organization and achieving internal quality in public authorities can contribute to the sustainability of the public sector.

Design/methodology/approach

A survey was conducted among administrative staff of the publicly owned Greek Higher Education Institutions. The research instrument uses a three-level approach on internal service quality: individual, departmental and organizational. The model was tested using exploratory and confirmatory factor analysis.

Findings

Findings reveal a five-factor structure of internal service quality by adding the factors of interdepartmental quality and the human aspect of internal service provision. Analysis of the data suggests that internal service quality is dependent on the level of responsibility of the respondent’s job.

Research limitations/implications

There is evidence that the individual internal service quality factor needs to be enhanced with more items. In addition, in order to gain generalizable results, further research should be conducted in various types of public organizations.

Originality/value

This study examines a questionnaire that evaluates internal service quality and proposes a basic five-factor model for estimating this type of service quality. It also triggers the use of internal service quality theory within public sector organizations.

Details

The TQM Journal, vol. 32 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 4 September 2017

Danilo Soares Silva, Gustavo Hermínio Salati Marcondes de Moraes, Ieda Kanashiro Makiya and Francisco Ignácio Giocondo Cesar

This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions…

Abstract

Purpose

This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide.

Design/methodology/approach

A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents.

Findings

The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey.

Originality/value

The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.

Details

Quality Assurance in Education, vol. 25 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

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