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1 – 10 of over 112000
Article
Publication date: 9 April 2018

Sumardi Fernandes and Adji Achmad Rinaldo Adji Achmad Rinaldo

The purpose of this paper is to analyze the relationship between management process alignment, service quality, organizational commitment and high educational performance.

Abstract

Purpose

The purpose of this paper is to analyze the relationship between management process alignment, service quality, organizational commitment and high educational performance.

Design/methodology/approach

The population of this study was all higher education institutions which provide undergraduate program and operate in Makassar. This study included a total sample of 312 respondents.

Findings

There is significant effects of mediation variables of service quality (M1) and organizational commitment (M2) on the relationship between management process alignment (X) and high educational performance (Y) in Makassar, Indonesia.

Research limitations/implications

For this study, cross-sectional data are used considering only one point of time due to which it is harder to see developments. There is a diversity of the characteristics of respondents, especially in terms of age, education, and status, so there is a possibility of a different perception of the content of the questionnaire that affected the selected answer.

Originality/value

This study considered the significant effects of mediation variables of service quality (M1) and organizational commitment on the relationship between management process alignment (X) and high educational performance. Previously, no research has been undertaken to examine the relationship between the location of the study and higher education institutions in the context of Makassar, Indonesia.

Details

Journal of Organizational Change Management, vol. 31 no. 2
Type: Research Article
ISSN: 0953-4814

Keywords

Article
Publication date: 6 July 2010

Parves Sultan and Ho Yin Wong

The purpose of this paper is to explore the critical research issues in terms of service quality in higher education.

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Abstract

Purpose

The purpose of this paper is to explore the critical research issues in terms of service quality in higher education.

Design/methodology/approach

The paper critically examines a number of leading studies in satisfaction, service quality, and higher education.

Findings

The paper finds five critical research agenda in the field of service quality in higher education sector.

Research limitations/implications

The paper shows the research gaps of service quality in higher education through a review of literature. Future research should empirically address those gaps.

Practical implications

The growth of service quality literature started with commercial enterprises. Later, it is expanded in the management and marketing of higher education sector. Measuring and modeling service quality in higher education is new. The paper shows the nature and future directions of service quality research in higher education.

Originality/value

The research issues developed for this paper are relevant to antecedents, dimensions and consequences of service quality in the context of higher education.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 22 March 2011

N. Senthilkumar and A. Arulraj

The purpose of this paper is to develop a new model, namely service quality measurement in higher education in India (SQM‐HEI) for the measurement of service quality in

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Abstract

Purpose

The purpose of this paper is to develop a new model, namely service quality measurement in higher education in India (SQM‐HEI) for the measurement of service quality in higher educational institutions.

Design/methodology/approach

Data were collected by means of a structured questionnaire comprising six sections. Section A consists of ten questions pertaining to teaching methodology (TM). Sections B consists of five questions pertaining to environmental change in study factor (ECSF). Section C consists of eight questions relating to disciplinary measures taken by the institutions. Section D consists of five questions related to the placement‐related activities and in part E two questions provide an overall rating of the service quality, satisfaction level. Finally, in part F 13 questions pertaining to student respondent's demographic profile information were given. All the items in Sections A‐E were presented as statements on the questionnaire, with the same rating scale used throughout, and measured on a seven‐point, Likert‐type. In addition to the main scale addressing individual items, respondents were asked in Section E to provide an overall rating of the service quality, satisfaction level. For conducting an empirical study, data were collected from final‐year students of higher educational institutions across Tamil Nadu. The sampling procedure used for the study was stratified random sampling. The stratification has been done based on the region Chennai, Coimbatore, Madurai, Tiruchirappalli, and nature of institution, government university, government college, aided college, private university and self‐financing college. While selecting the institutions from each category, non‐probabilistic convenience and judgmental sampling technique were used. However, within such institutions, the respondents were selected by stratified random sampling.

Findings

The SQM‐HEI‐mediated model argued that the placement is the better interactions of the quality of education in India. The model reveals that the quality of education is based on the best faculty (TM), the excellent physical resources (ECSF), a wide range of disciplines (DA) which paved the diverse student body and to improve the employability of the graduates (placement as mediating factor) coming out of the higher educational institutions in India. The above model proves that the placement is the mediated factor for various dimensions of quality education. SQM‐HEI model would help in identify three service areas to be focused in the higher educational institutions for improving the quality of . These three dimensions of quality correlated between the sub‐dimension variables and it is very necessary for improving the quality of higher education in India. The educationist says that, education is a change of behavior of students. Hence, the higher educational institutions should come forward to adapt the sub‐dimensions of quality variables to enhance the outcome of education.

Originality/value

The model described in this paper will assist academic institutions when mapping the level of service quality and thereby enhance the same.

Details

Journal of Modelling in Management, vol. 6 no. 1
Type: Research Article
ISSN: 1746-5664

Keywords

Article
Publication date: 2 September 2019

Viraiyan Teeroovengadum, Robin Nunkoo, Christian Gronroos, T.J. Kamalanabhan and Ashley Keshwar Seebaluck

The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that…

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Abstract

Purpose

The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other main limitations in the extant literature are addressed.

Design/methodology/approach

The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. A two-stage approach to structural equation modeling is used whereby the measurement model is first tested using confirmatory factor analysis and followed by the assessment of the structural model.

Findings

Importantly, results indicate that student satisfaction is influenced by technical service quality, image and perceived value, but not by functional service quality. Both dimensions of service quality however are significant predictors of image and perceived value. The study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model and clearly distinguish between functional and technical quality, as both the technical and functional aspects play an important role in shaping students’ perceptions and behaviors.

Originality/value

First, in the existing literature, service quality has not been considered as a second-order factor model in structural models of student satisfaction and loyalty, thus lacking either precision or parsimony. Second, the transformative quality aspect of higher education has been largely neglected in previous research testing such predictive models. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising nine sub-dimensions.

Details

Quality Assurance in Education, vol. 27 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 4 November 2021

Vangelis Tsiligiris, Anita Kéri and Jeremy Eng-Tuck Cheah

This study aims to explore the influence of the individual student profile of Hofstede’s Power Distance, Uncertainty Avoidance, Collectiveness and Long-Term Orientation on…

Abstract

Purpose

This study aims to explore the influence of the individual student profile of Hofstede’s Power Distance, Uncertainty Avoidance, Collectiveness and Long-Term Orientation on student service quality expectations in higher education.

Design/methodology/approach

Data is collected via a survey consisting of items from a standard Hofstede and a higher education adapted SERVQUAL questionnaire. The survey sample includes 128 students who represent the entire population of a taught postgraduate course in Finance at a UK Higher Education Institution (HEI). Descriptive statistics and bivariate correlation analysis are used to describe and identify the relationship between student individual cultural values and student service quality expectations. Multiple regression analysis is applied to estimate the relationship between SERVQUAL constructs and items with respect to Hofstede’s cultural determinants.

Findings

The findings of this study suggest that individual culture can influence student service quality expectations in higher education.

Practical implications

In a context of a prospective quality management approach, there is value for HEIs to explore the individual cultural profile of their students as a way of understanding and actively managing student service quality expectations.

Originality/value

To the authors’ best knowledge, no previous study combines the SERVQUAL and Hofstede models in exploring the impact of cultural values on student service quality expectations in higher education.

Details

Quality Assurance in Education, vol. 30 no. 1
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 27 July 2020

María del Carmen Arrieta and Beatrice Avolio

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…

Abstract

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.

Details

Quality Assurance in Education, vol. 28 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 9 May 2016

Subrahmanyam Annamdevula and Raja Shekhar Bellamkonda

This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education

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Abstract

Purpose

This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM).

Design/methodology/approach

The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling.

Findings

The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models.

Research limitations/implications

The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty.

Practical implications

The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation.

Social implications

The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct.

Originality/value

Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

Details

Journal of Modelling in Management, vol. 11 no. 2
Type: Research Article
ISSN: 1746-5664

Keywords

Article
Publication date: 13 April 2015

Koushiki Choudhury

The purpose of this paper is to address the question of service quality in the higher education sector in the business management area, with the research objective to…

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Abstract

Purpose

The purpose of this paper is to address the question of service quality in the higher education sector in the business management area, with the research objective to explore the dimensions of service quality and assess performance of higher educational institutes (HEIs) in business management across customer-perceived service quality dimensions.

Design/methodology/approach

A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality with a sample size of 1,152 customers. Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) was used to holistically evaluate the performance of the HEIs.

Findings

The current research develops a scale for measuring service quality in the area of business management education and reinforces the fact that service quality is a multidimensional construct. It suggests that customers distinguish four dimensions of service quality in the case of the higher education industry in business management. TOPSIS analysis provides an effective framework for ranking competing HEIs holistically in terms of their overall performance with respect to multiple service quality factors.

Research limitations/implications

Continued refinement of the scale for measuring service quality in higher education, proposed in this study, is certainly possible based on further research and trends in higher education.

Practical implications

HEIs are finding themselves in an increasingly integrated competitive market. Consequently they are facing challenges due to the evaluation of the results of the services of education and training that they offer. In competitive environments, student perceptions of quality and their satisfaction level have become very important in order to attract and retain them. Identifying the underlying dimensions of service quality is the first step in the definition and provision of quality service and instilling of a customer-service culture. Having access to how consumers evaluate service quality in the higher educational sector in business management and evaluating the positions of the players in the market on service quality parameters, can help the organization to carry out its mission with more efficiency, aid in strategic planning and contend the initiatives that HEIs managers can take to enhance employees’ skills and attitudes and instill a culture of service excellence.

Originality/value

The contribution of this research has been in terms of its scale development and modeling methodology. A methodological innovation in this research has been in the use of TOPSIS in the field of customer-perceived service quality in higher education.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 27 no. 2
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 25 September 2009

Suleyman M. Yildiz and Ali Kara

HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is…

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Abstract

Purpose

HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is designed to measure service quality at a macro level (university level) and may be considered as a more generic measurement instrument. In higher education, new scales with a much narrower focus may need to be developed for micro levels within a university because of the unique nature of different academic units. The purpose of this paper is to develop an instrument for measuring service quality in the School of Physical Education and Sports Sciences, PESPERF (namely Physical Education and Sports Sciences PERFormance).

Design/methodology/approach

A 30‐item questionnaire on service quality in higher education was developed and tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analyses. In total, 320 physical education and sports sciences students participated in the study in a classroom setting.

Findings

Study results indicate that three dimensions (academic aspects, empathy, and access) capture the determinants of service quality in the School of Physical Education and Sports Sciences (PESS).

Research limitations/implications

Sample size, cultural factors and the complex nature of university customers limits one's ability to generalize these results to broader populations.

Practical implications

Through the use of service quality dimensions presented in this study, PESS administrators can successfully measure and monitor service quality perceptions in their institutions. Having identified the areas of service quality improvement priorities, administrators can allocate appropriate resources to encourage continuous service quality improvements.

Originality/value

This paper uses existing literature on service quality and develops an instrument that provides insights into measuring service quality for a specific academic unit within a university.

Details

Quality Assurance in Education, vol. 17 no. 4
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 19 April 2013

Rajani Jain, Sangeeta Sahney and Gautam Sinha

The changes in social and cultural framework, and even more in the economic order, have pushed the education system and higher education in particular, into a new…

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Abstract

Purpose

The changes in social and cultural framework, and even more in the economic order, have pushed the education system and higher education in particular, into a new environment in which quality plays an important role. Thus, the purpose of the current study is to develop a multidimensional scale to measure service quality in higher education in the Indian context.

Design/methodology/approach

The study, descriptive, diagnostic, and causal in nature, has been conducted on students of higher education, particularly technical education in India. A questionnaire consisting of 26 items was developed to measure the service quality construct and its dimensions. Construct validation using exploratory factor analysis showed an interpretable latent structure consisting of seven dimensions.

Findings

It was observed that service quality in higher education setting comprises seven dimensions viz., input quality, curriculum, academic facilities, industry interaction, interaction quality, support facilities and non academic processes.

Research limitations/implications

The study holds implications for institutes of technical education in India that seek to improve the quality of service that they provide. The scale developed can be used by practitioners as a diagnostic tool for identifying poor and/or excellent service performance.

Originality/value

While studies in quality management for education have been conducted, this study lays emphasis on the student as a customer of education, and proposes to develop a scale to measure their perception of service quality. The study is an attempt towards developing and empirically validating a measurement scale for service quality in higher education in the Indian context.

Details

The TQM Journal, vol. 25 no. 3
Type: Research Article
ISSN: 1754-2731

Keywords

1 – 10 of over 112000