A framework for measuring quality in engineering education

Owlia, Mohammad Saleh; Aspinwall, Elaine

doi:10.1080/0954412988433

Cited by 109 publications

(90 citation statements)

References 11 publications

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“…Las tres primeras hipótesis están relacionadas con aspectos relativos al personal de la universidad. Así, el comportamiento, las actitudes y competencias del personal, ya sea este de servicios o docente, incidirán positivamente en la satisfacción experimentada por los estudiantes [28,[30][31][32][33][34][35][36][37].…”

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Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Fuente‐Mella¹,

Navarro

Riquelme

2010

Ingeniare. Rev. chil. ing.

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RESUMENEn los últimos años la situación de las universidades ha experimentado cambios importantes que han hecho que éstas se preocupen de dos aspectos estrechamente ligados: calidad de servicio percibido y satisfacción. En este trabajo se desarrolla, aplica y evalúa una escala de medida de satisfacción de los alumnos de la Facultad de Ingeniería de la Universidad de Talca, analizando los elementos que determinan la satisfacción de los estudiantes y la relación entre la satisfacción experimentada por ellos y su lealtad a la institución que ofrece el servicio. En base a lo anterior, este estudio establecerá, mediante un modelo de ecuaciones estructurales, cómo la satisfacción de los alumnos se ve reflejada en comportamientos de los mismos, que ayudan a la institución a la captación de alumnos.Palabras clave: Educación superior, calidad de servicio, satisfacción global, lealtad, fidelidad. ABSTRACT In the past few years the ambiance of universities have experimented significant changes that have made universities alert INTRODUCCIÓNEn Chile, actualmente las universidades se encuentran compitiendo por alumnos, recursos (humanos y de financiamiento) y reputación, siendo lo más importante los estudiantes [1][2][3]. La rivalidad se ha establecido por la dotación inicial (capital histórico, capital humano, capital social e imagen proyectada) de las instituciones al ingresar al mercado y su posterior evolución; por su lugar en una escala de reputaciones (determinada por esas dotaciones iniciales) y por las estrategias institucionales en los mercados relevantes [1,3].Este aumento en la competencia entre universidades es compartido en otros contextos. Así, en Europa, y en el marco del Espacio Europeo de Educación Superior, también se está produciendo un incremento en el nivel de competencia de las universidades en diversos aspectos: atracción de nuevos alumnos, captación de recursos económicos, etc.El incremento de esta competencia, tanto en el contexto chileno como europeo, tiene sus orígenes en causas comunes: cambios en la estructura demográfica, aumento del número de universidades privadas, existencia de otras alternativas educativas más atractivas, etc.

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Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Fuente‐Mella¹,

Navarro

Riquelme

2010

Ingeniare. Rev. chil. ing.

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“…To further the studies done in recent years by various authors in the area of offline higher education (Agrawal & Tan, 2014;Aldridge & Rowley, 1998;Chong & Ahmed, 2015;Hill, Lomas, & MacGregor, 2003;Joseph & Joseph, 1997;Joseph et al, 2005;Kwan & Ng, 1999;LeBlanc & Nguyen, 1997;Li & Kaye, 1998;Marzo-Navarro, Pedraja, & Rivera-Torres, 2005;Oldfield & Baron, 2000;O'Neill & Palmer, 2004;Owlia & Aspinwall, 1998;Russell, 2005), this paper will consider the impact of university students' overall experience with regard to the instructional and non-instructional services offered in a virtual training environment. These services are specified below (Table 1).…”

Section: Introductionmentioning

confidence: 99%

Perceived Service Quality and Student Loyalty in an Online University

Argüelles

Batalla-Busquets

2016

IRRODL

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This paper examines the influence that student perceived quality of service (PSQ) has on continuance intention and willingness to recommend a course in a fully online university. A holistic view of the service provided by the university is taken. It is not only the effect of the teaching which is examined, but also that of the administrative services, the additional services, and the virtual learning environment (user interface). Through a survey completed by 1,870 students and the subsequent analysis using structural equations, we found that each of these services has a significant impact on the students' PSQ, their level of satisfaction, and, as a result, their loyalty and willingness to recommend the university. The study found that the perceived quality of the administrative services can have a comparatively higher impact on student satisfaction than the other services. PSQ is shown to have also a direct impact on student loyalty and recommendations. Moreover, as a whole, nonteaching services have a greater impact on loyalty and willingness to recommend than teaching service.The peculiarities of the process of providing educational services in a virtual environment (such as the absence of face-to-face interaction between student and teacher and the lack of conventional tangible elements which act as benchmarks for quality of service) are well-known. The relationship established in the literature between the constructs of service quality, satisfaction, loyalty, and willingness to recommend the service in an offline environment can also be seen in this context.The interconnection of factors proves to be more complex and interrelated than has been accounted for as yet in the scholarly literature. The findings of the survey are relevant to system concerns related to quality management and sustainability, both of which are increasingly important in today's competitive educational postsecondary environment.

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“…Is all easier when we talk of improvement in characteristics of a product as compared to same in service industry where intangible outcomes are the real outcomes as in services sector the notion of quality revolves around people, delivery time, efficiency which altogether posit a dangerous barricade in terms of auditing the quality parameters (HARVEY, 1995b;YORKE, 1997;OWLIA and ASPINWALL, 1998).…”

Section: Barriersmentioning

confidence: 99%

Barriers to the implementation of quality management system in media organizations in pakistan: an empirical study

Anwar¹

2012

Ind. Jour. Man. & Prod.

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Quality management system has played pivotal role in establishing organizational functions and processes in the very right perspective of a very well knitted system of documentation, training and implementation. Media organizations are so close in their very existence and social structure and they are more than needed to stream line their processes as their impact on social life is significant and considerable.This study encompasses the top news channels in Pakistan and recorded the views of their top management with respect to their feelings pertaining to QMS. This study is very first one of its kinds in Pakistan and it is hoped that it may open more doors for future research avenues in this very area.

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A framework for measuring quality in engineering education

Cited by 109 publications

References 11 publications

Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Análisis De La Satisfacción Universitaria en La Facultad De Ingeniería De La Universidad De Talca

Perceived Service Quality and Student Loyalty in an Online University

Barriers to the implementation of quality management system in media organizations in pakistan: an empirical study

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