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In these times of no‐growth budgets and escalating service demands, the formation of partnerships between all types of higher education institutions — both public and private — is now a recognized survival strategy. Details the budget development in a partnership created through an agreement between a private distance‐education institution, Walden University, and a public research institution library, Indiana University Libraries. For the distance‐education university, the agreement's main advantage is a uniform program of access and delivery of research resources to its students during summer sessions held on the Indiana University Bloomington campus. For the research university library, the agreement offers the opportunity to develop an in‐house pilot program, with external funding, for offering distance education library support to its own students. Based on their experience of mutual benefit over the past three years, Walden University and Indiana University Libraries' administrators have transformed the goal of their inter‐institutional agreement from protection to proaction.

The purpose of this paper is to assess student perceptions of their engagement in tangible and intangible higher education services using the College Student Experiences Questionnaire (CSEQ).

The research draws on a random sample of students without disabilities and all students with disabilities in a public university in Qatar. Group comparison analysis is conducted to find differences between the two groups by adapting the CSEQ to assess student perceptions of engagement with the services.

The findings showed that students with disabilities were less satisfied with intangible services in learning systems. Students with and without disabilities felt that the campus facilities were below average; students with disabilities rated university services lower than students without. All students felt that the learning systems were above average, with higher ratings among students without disability.

Considerable work needs to be done in capacity and professional development with faculty to deal with learning and teaching methods with students with disabilities.

In general, this study compares students with disabilities with non-disabilities. Both groups confront barriers to access learning and to the assessment of their learning. They both were satisfied with services but with higher perceptions of engagement among those with non-disabilities. Higher education institutions must consider those services in unison to both groups treating both equally, recognizing that a discourse of differences may pit one group over another in infrastructure and the institutional services provided.

This study aims to show the effectiveness and applicability of artificial intelligence applications in the measurement and evaluation of university services. Universities can gain competitive advantage through providing their students with quality services in various aspects, such as bookstores, dormitories, recreation centers as well as cafeterias. Among these facilities, university cafeterias are places where students spend a significant amount of time. Therefore, this study aims to integrate artificial intelligence application in the evaluation of university cafeteria services based on students' perceptions with two-stage structural equation modeling (SEM) and artificial neural network (ANN) approach.

An artificial intelligence based SEM-ANN hybrid approach was used to determine the factors that have significant influence on student satisfaction, sufficiency-of-services and likelihood-of-recommendation. Data were collected from 373 students through a face-to-face questionnaire. Initially, four service quality dimensions were attained through factor analysis. Then, hypotheses, which were determined via literature review, were tested through SEM-ANN hybrid approach.

Incorporating the results of SEM analysis into the ANN technique resulted in superior models with good prediction performance. Based on four ANN models created and ANN sensitivity analyses conducted, significant predictors of satisfaction, sufficiency, reliability and recommendation are determined and ranked.

Prior studies have assessed service quality using traditional techniques, whereas, this study integrates artificial intelligence in the assessment of higher-educational institutions' services quality. Also, as a distinction from previous studies, this study ranked importance levels of predictor variables through ANN sensitivity analysis.

At the beginning of 2010, new higher education legislation was enacted in Finland which caused several university mergers. In addition to that, a self-directed type of organizational restructuring had been going on in Finnish academic libraries. This chapter describes the merger and the restructuring processes of the libraries in three universities, namely Helsinki University, University of Eastern Finland, and the University of Turku. Using a case study approach, the chapter describes different approaches used in the merger process, particularly how to manage service integration, resource reallocation and planning, and implementing new types of services. Performance measures and indicators are among the tools used to assess the successes, particularly in direct services to library users. Although this is based on Finnish experiences, it is helpful for other libraries considering, or engaging in, similar mergers, because of the given examples and tools for the actions needed for new structures and services. Also described are the challenges that three libraries met in the strategic work of reshaping of their organizational structures. While this chapter addresses library mergers only in universities, the methods and tools used will provide models for other types of libraries and nonprofit organizations.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

This paper aims to analyse the phenomenon of smart libraries, which began in the 2000s, alongside the development of computer technology, digital storage the internet and human–computer interactions. The smart library is a system of library and information services developed to support research and training activity. This paper describes the need to introduce innovative library and information services at universities through users’ personal accounts.

An analysis of more than 200 publications mainly written by foreign scientists was conducted, given the dearth of Russian literature on the smart library and its services. The analysis revealed that in Western countries, the term smart library represents a wide range of meanings – from the understanding that it is a typical type of networking to assumptions about the total services provided by libraries in an urban environment.

The paper presents a review of both classical library services and those that are focused on the needs of modern education and science.

The research results may be the best limited to university libraries.

The research results have practical use in the Library and Publishing Complex of the Siberian Federal University. Consequently, a new library information environment has been developed and integrated into the university’s information space.

The research results have social use in Siberian Federal University. The personal account can be regarded as a functioning system of interaction and information exchange among the automated systems of the Library and Publishing Complex, automated learning management system and integrated educational environment.

This paper presents a certain set of technical solutions and some services available through personal accounts.

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).

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.

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.

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.

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.

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.

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.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.