Assessing the quality of faculty-delivered individual academic advising

Abstract

Purpose This study aims to describe the development and validation of a student survey instrument to assess academic advising services. The instrument was based on the SERVQUAL scale, a well-known instrument for service quality. Design/methodology/approach A quantitative methodology was used. Data were collected through a structured questionnaire using a survey instrument adapted from SERVQUAL. Survey responses were collected from 457 students at a large public university in the USA. Confirmatory factor analysis and structural equation modeling were used to validate and develop the assessment instrument. Findings A validated assessment scale for academic advising services was generated, which consists of three distinct advising service dimensions: information resources, reliability and empathy. For the study participants, information resources and empathy were found to significantly influence satisfaction with advising. Practical implications This study describes the development and validation of a concise nine-item survey instrument that may be used by practitioners to evaluate three distinct dimensions of advising service quality: information resources, reliability and empathy. Originality/value This research develops and validates a survey instrument to assess academic advising services based on the SERVQUAL scale using structural equation modeling.

Navigating the Academic Maze

“…Researchers such as Hart-Baldridge (2020), Springer &Tyran (2022), andWhite (2015) have called for a "culture of advising." A culture of advising can be seen as one where discrete factors are interconnected holistically to generate a set of values, beliefs, and best practices that support effective advising.…”

“…Extensive research has highlighted that a critical component of effective advising is the establishment of a relationship based on trust (Holland et al, 2020;NACADA, 2017). To develop a trusting relationship, researchers have found that the key qualities of effective advisors are empathy and warmth (Springer & Tyran, 2022).…”

“…A substantial body of empirical research indicates that academic advising supports positive outcomes for students as well as universities (Springer & Tyran, 2022). For students, advising has been linked with increased self-efficacy, improved decision making, and greater satisfaction with their university experience (Hart-Baldridge, 2020;Holland et al, 2020), while for universities advising supports student retention and graduation rates (Asavisanu & Mhunpiew, 2014;McGill, 2021).…”

The Perception Of Emirati Students Towards Academic Advising In Higher Education: A Case Study Of Abu Dhabi Polytechnic

“…Most students found the advisor/advisee relationship beneficial (n = 77, 85%). (Springer & Tyran, 2022) For the study participants, information resources and empathy were found to significantly influence satisfaction with advising. (Hannon, 2022) The findings of this study suggest that most students who receive academic advising from Rowan University have effective and positive experiences, find themselves to be academically successful by their own definition, and believe that academic advising experiences align with academic success.…”

Assessment of e-learning Experience of Senior High School Students in a Private School

“…This study is anchored on the SERVQUAL model of Parasuman et al (1988). This model is proven effective for measuring consumer satisfaction and expectations (Springer & Tyran, 2022). Uppal et al (2018) modified the SERVQUAL model to evaluate the e-learning process of a learning institution.…”