Measuring and Investigating Pretrial Multi-Expectations of Service Quality Within the Higher Education Context

Prugsamatz, Sunita; Heaney, Joo-Gim; Alpert, Frank

doi:10.1300/j050v17n01_04

Cited by 12 publications

(5 citation statements)

References 25 publications

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“…Nonetheless, prospective students have a wider variety of offers and providers to choose from, whether private or public. Previous literature reveals key factors that are important and which shape the Syrian students' thinking before selecting a university (Prugsamatz et al 2007, Bruce& Edgington 2008, Al-Fattal 2010, Al-Fattal 2012, Ayoubi et al 2017. Chitty (2009) explains that these issues were relative and particularly varied to many personal, societal, institutional and psychological factors.…”

Section: Private Universities In Syriamentioning

confidence: 99%

A system dynamic model of student enrolment at the private higher education sector in Syria

Hallak¹,

Ayoubi

Moscardini

et al. 2017

Studies in Higher Education

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This paper investigates the dynamics of student enrolment in the Syrian private higher education sector. The paper adopts a system dynamics approach, to construct suitable simulation models that could be used to examine the complex and dynamic interactions between student flows, staff ratios and investments in plant and facilities. The study involved interviews with key university personnel, focus groups with university staff, a survey of student perceptions and personal observations of key departments at the university selected for the study. Further interviews were held with members of staff of all the other private universities in Syria. The simulation model developed in this study has provided insightful and meaningful exploration of data whose practical applicability is not necessarily restricted to the Syrian university, but broadly encompasses all educational sectors, whether private or public. The model designed in this research is a decision support system, one that is a flexible tool to design measures that might help to improve student enrolments. University management can use the simulation model to create different future scenarios, involving changes in student numbers, staff student ratios or investment in plant and facilities.

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Section: Private Universities In Syriamentioning

confidence: 99%

A system dynamic model of student enrolment at the private higher education sector in Syria

Hallak¹,

Ayoubi

Moscardini

et al. 2017

Studies in Higher Education

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“…kérdésre keresik az intézmények a választ. A felsőoktatási intézményekbe való jelentkezés mérlegelése során, illetve azt követően a FOI által nyújtott szolgáltatások tényleges igénybevételekor, a hallgató az elvárásait veti össze a szolgáltatásminőség elvárt szintjével, és mérlegeli annak valószínűségét, hogy milyen mértékben fognak az elvárásai teljesülni (Prugsamatz, Heaney, & Alpert, 2007). A meglévő hallgatók megtartásáért és a potenciális hallgatók megnyeréséért folyó kiélezett hazai és nemzetközi versenyben az intézményeknek célja kell legyen, hogy a hallgatói elvárásokat megismerjék, rendszeresen nyomon kövessék és megfeleljenek azoknak azáltal, hogy az intézményi szolgáltatási folyamatokat ezek figyelembevételével alakítják ki és fejlesztik tovább.…”

Section: Cikkek Tanulmányokunclassified

A szolgáltatásminőség mérésének és értékelésének gyakorlata a felsőoktatásban. Főszerepben a hallgatók

Tóth

Surman

2021

Veztud

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Az elmúlt évtizedekben nemcsak a szolgáltatási, hanem szűkebben a felsőoktatási szektorban lezajlott strukturális és finanszírozási változások, a társadalmi-gazdasági környezet támasztotta növekvő elvárások, a hazai és nemzetközi színtéren is intenzívebbé váló verseny a szolgáltatásminőség menedzselése terén is folyamatosan új kihívások elé állítja az intézményeket. A cikk elsődleges célja a felsőoktatásban megjelenő, sokszínű szolgáltatásminőség-mérési és -értékelési törekvések bemutatása. Ennek során a szerzők áttekintik a legfontosabb előzményeket, a hallgatók felsőoktatási érdekelt felek között betöltött elsődleges szerepét és a SERVQUAL, illetve a SERVPERF modellre épülő népszerű megközelítéseket. A cél azon intézményi feladatok összefoglalása, amelyek megbízható és érvényes szolgáltatásminőség-mérési és -értékelési módszertani alkalmazások megalapozását és kapcsolódó keretrendszer kialakítását teszik lehetővé.

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“…Students are the primary beneficiaries and internal customers and have a primary role in the input and output of the learning process but a secondary role in determining what knowledge and preparation are required for future employment (Yeo, 2008b). A student's decision to consume a service offered by an HEI depends on their desired level of QoS and expectations that this level will be met (Prugsamatz et al, 2007). Understanding students' expectations facilitates the allocation of resources (Hill, 1995;Booth, 1997).…”

Section: Student Perspective 51 Understanding Studentsmentioning

confidence: 99%

QoS in higher education institutions: the concept, a literature review and future directions

Prakash

2020

TQM

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PurposeThe purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).Design/methodology/approachA systematic literature review of 167 articles published in various peer-reviewed journals between 1990 and 2019 is performed.FindingsThe findings reveal that around 40 dimensions have been used to conceptualise QoS in HEIs. Reliability followed by responsiveness, tangibility, empathy, assurance, programme design, academic and non-academic processes, reputation and facilities have received the highest attention. The most popular approach is empirical, and surveys and single-context studies are the most popular methods. The United Kingdom (UK) leads research on quality in HEIs, followed by the United States of America (USA) and India.Research limitations/implicationsThis paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing QoS in HEIs.Practical implicationsPolicymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The discussion on HEIs’ and students’ perspectives will help policymakers create teaching excellence.Originality/valueThis paper contributes to the body of knowledge by presenting a unified synthesis of various strands of the literature on QoS in HEIs.

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Measuring and Investigating Pretrial Multi-Expectations of Service Quality Within the Higher Education Context

Cited by 12 publications

References 25 publications

A system dynamic model of student enrolment at the private higher education sector in Syria

A system dynamic model of student enrolment at the private higher education sector in Syria

A szolgáltatásminőség mérésének és értékelésének gyakorlata a felsőoktatásban. Főszerepben a hallgatók

QoS in higher education institutions: the concept, a literature review and future directions

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