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The purpose of this paper is to redefine quality in the context of “access” providing higher education institutions (HEIs), through a theoretical lens, in order to find solutions to the wicked problem of access vs quality and “inclusiveness vs excellence” debate in higher education (HE).

This theoretical paper builds upon institutional theory and resource dependency theory to, first, analyse access vs quality debate and, second, provide answers to the undesirable and at times conflicting “trilemma” of scale, cost and quality in HEIs. To achieve the second objective, the paper offers a different perspective to address trilemma by proposing a synergistic coexistence between inclusiveness and excellence through “transformative” quality and learning theory.

“Transformative” quality uses reframing the problem, appraising culture and quality concepts, and eventually develops transformative interventions in access providing HEIs to improve their quality and enhance inclusiveness. Inclusiveness in HEIs needs to be addressed through the investigation of specific hypotheses, for which a closer examination of factors impacting the quality of access providing HEIs has been conducted. The goal is to facilitate a perfect mélange of inclusiveness and excellence in HE and, thus, create a new learning environment.

This paper contributes towards the access vs quality debate through transformative quality by developing transformative interventions and investigating factors affecting quality in HE.

The contribution has several policy, managerial and governance implications. Addressing these implications will enable the promotion of the third mission of HE, that is, to develop graduates who meaningfully engage with the society and their profession.

Quality and inclusiveness is a serious global problem requiring immediate attention and rigorous theory-informed frameworks. Through the investigation of specific factors and proposing meaningful interventions, this paper identifies the need to study a critical issue having global implications and investigates how it can be resolved.

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.

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.

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.

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.

This paper aims to examine graduate student learning experiences and perceptions of quality and the extent to which these learners were living the intended experiences that academic programs are seeking to foster.

Using a multiple case-study design, a three-stage interview protocol used with six PhD candidates across three faculties as well as 25 institutional, provincial and national documents served as principal sources of data. A within-case analysis was performed for each case and compared via a cross-case analysis.

The four principal factors that characterized the PhD candidate learning experience emerged as the significance of intentional individualized guidance; the importance of social interactions and community; becoming an independent scholar; and the transformative nature of learning. Gaps were identified between institutional intent and the learner experience. Recommendations are made regarding the adoption of indicators of quality that focus on student learning and notions of transformation.

This investigation attempts to tell distinct and shared stories of the highly contextualized and complex phenomenon of quality in PhD student learning. With limited information regarding how programmatic development is lived by students, this study’s comparison of institutional characterizations and student perceptions of quality sheds light on existing strengths to leverage, and gaps to invest in, at the institutional and program levels.

This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education.

The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality attributes. Quantitative methods were used for the second phase so as to test the dimensionality of the measurement instrument and assess its validity and reliability. A sample of 207 students was surveyed, and data were analysed using exploratory factor analysis and Cronbach’s alpha test.

The results of the factor analysis revealed the presence of sub-dimensions. A hierarchical model was therefore considered most appropriate. The final model consisted of five primary dimensions, which are administrative quality, physical environment quality, core educational quality, support facilities quality and transformative quality. The instrument contained a total of 48 items. Each scale was satisfactorily tested for validity and reliability.

This empirical study made use of data collected in Mauritius only, a developing country.

This study provides a framework and an instrument that can be used by higher education institutions in view of continuously improving educational quality.

The study adopted a holistic approach by considering both the functional and technical aspect of service quality in higher education. Moreover, technical quality was operationalised by considering the notion of transformative quality.

Critically, to improve and manage online learning quality (OLQUAL), higher education providers need to regularly measure OLQUAL. Hence, a reliable measure of OLQUAL in higher education from the students' perspective is indispensable. Further, as a pioneer in examining OLQUAL outcomes in the online education context, we assert that satisfaction, trust and loyalty is a global assessment that follows the evaluation of OLQUAL. A model that delineates the perceived OLQUAL and its relationship with satisfaction, trust and loyalty are currently absent. Grounded on the cognition–affective–conation framework – this study presents the indicators of perceived OLQUAL and its influence on students' satisfaction and trust which further influences their loyalty.

To measure the OLQUAL instrument and proposed relationships – data were collected from 232 online undergraduate and postgraduate students. The results of confirmatory factor analysis measure five dimensions of perceived OLQUAL – comprising system quality, administrative quality, educational quality, transformative quality and social quality. Further, the proposed relationships were tested using structural equation modelling.

This study has successfully measured a second-order OLQUAL model on five primary quality dimensions (i.e. systems, administrative, educational, transformative and social). The findings confirm that students' satisfaction alone does not play a mediating role; rather, satisfaction and trust play a sequential mediating role between OLQUAL and loyalty.

Our new model provides a new tool for institutions and researchers to evaluate the quality of online education programs, as well as identify their strategy in developing and providing high-quality online learning to students.

This paper is based on several years of ethnographic and desk-based research studying the Hare Krishna movement. The work is the first in a series exploring how segments of specific faith communities embrace dietary veganism and how this relates to the concept of transformational learning/change in the context of sustainability transitions. The focus is on how these communities embrace a plant-based diet representing different rationales and attitudes of learning in the process of organisational change.

I investigated Krishna practices extensively by visiting and volunteering in several of its farm communities in Europe. I used the mixed method of qualitative observations, participation, in-depth interviews and email interviews during a period of ten weeks spent in the communities altogether. I had not been in contact with Hare Krishna believers before the fieldwork.

Krishna veganism is analysed in the context of sustainability transitions by drawing on the concept of transformative (third-order) learning/change. Findings reveal an unexpected tendency to veganism despite the movement's worldview and radical commitment to dairy consumption. By calling into question their own collective dietary paradigm, the Hare Krishna community provides an exemplary case of third-order learning and change in an organisational context.

The paper invites scholars to include third-order learning into sustainability transitions frameworks while aiming to address the shortcomings of theorising levels of learning. The connection between Krishna veganism, third-order learning and sustainability transitions has not been put forward before.

This paper aims to provide data on the self-perceived state of sustainability consciousness of first-year Hong Kong students.

Within a mixed-method research design framework, the authors conducted 787 questionnaires and collected 989 reflective narratives of first-year students of a university in Hong Kong, who were enrolled in the General Education course.

Attributed to students’ immersion in compulsory sustainability education modules within liberal studies programs in secondary through higher education (HE), the quantitative results revealed an increase in the self-perceived knowledge and behavioral aspects of sustainability consciousness of Hong Kong students and their low engagement in sustainability-related civic, campus or action groups. However, qualitative results revealed three aspects of the students’ sustainability consciousness: intentionality to make a difference; engagement with complex questions about identity, society and nature; and eschatological perspectives, which included imaginative, future-oriented and action-oriented approaches to critical reflection, supported by the rhetoric of hope, promises and commitment for better future.

The study provides insights into the challenge of implementation of the United Nations-based sustainable development model in the Hong Kong educational system through the formal liberal studies curriculum. It advances the field by constructing a momentum for conceptual changes in sustainability education research toward design of the non-linear and culturally sensitive frameworks for sustainability implementation in HE. This allows to utilize universities’ unique capacities for fostering students’ sustainability consciousness in a continuous and systemic way.

The purpose of this paper is to understand the meaning and operationalisation of quality in the context of higher education institutions (HEIs).

A systematic literature review is performed of 308 articles published in various peer-reviewed journals between 1999 and 2017.

The findings reveal that the quality constructs of student learning, engagement, service quality and satisfaction have received the greatest attention, followed by total quality management, quality assurance, benchmarking and accountability. The most popular approach is empirical, and surveys and single case studies are the most popular methods. Europe leads research on quality in HEIs, followed by North America and Asia.

This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing quality in HEIs.

Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The operationalisation of quality constructs will help policymakers create teaching excellence.

This paper highlights the importance of quality in HEIs.

In keeping with the socio‐economic and cultural transformation that has placed newer demands on the educational system, in terms of greater responsibility and accountability and increased expectations by stakeholders, the system has been pressurized to shift its focus from one in quantitative expansion to one with emphasis on quality. Such shifts and changes are being witnessed not only in the developed countries, but also in the developing countries of the world. The education system, and more so the higher education system in particular, in an attempt to react to the demands and ever increasing pressures from its stakeholders, finds itself in a market‐oriented environment, with internal and external customers; wherein, “delighting the customer”, is the rule for survival in the long run. “Delighting the customer”, is the core message of total quality management (TQM) and, hence, there is a need to identify and apply the relevant concepts of TQM to each and every aspect of academic life; that is, to the teaching, learning and administrative activities. The paper is a theoretical attempt at conceptualizing TQM in education.

This study aims to investigate the aspects of perceived quality differences that influence student satisfaction when the mode of learning is changed from the traditional classroom to online distance learning because of the COVID-19 pandemic.

This study used an online survey for data collection by distributing online questionnaires to students at a private university in Indonesia. Convenience sampling was applied as the sample method. A total of 253 valid questionnaires were acquired, and all items were recorded on the seven-point comparative scale. Exploratory factor analysis was adopted to identify the dimensions of perceived quality. Then, multiple regression analysis was used to examine the impacts of these dimensions on student satisfaction.

Four dimensions of perceived quality differences were identified, namely, the perceived quality of the campus facilities, learning process, teaching staff and administrative staff. Regression analysis results proved that the perceived differences in the quality dimensions between the traditional classroom and online distance learning had positive and significant effects on student satisfaction.

As a result of using a convenient sample, this study exhibited a limited sample and context. Therefore, the generalizability of these findings is limited. Future research can use a stratified sample with more diverse categories of respondents.

The findings of this study will help universities that plan to change the mode of learning from traditional classroom to online distance learning. Higher education institutions can gain a deep understanding of these perceived quality attributes that have significant impacts on student satisfaction.

To the author’s best knowledge, this study is the first to address the effect of changing modes of learning from traditional classroom to online distance learning because of the COVID-19 pandemic on student satisfaction in the Indonesian context.