Measuring Students' Perception of Classroom Quality in Private Universities in Ogun State, Nigeria Using SERVPERF

Adedamola, Oluwunmi; Modupe, Omirin; Ayodele, Ajayi Christopher

doi:10.5901/mjss.2016.v7n2p318

Cited by 5 publications

(3 citation statements)

References 6 publications

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“…Foropon et al (2013) SERVQUAL alapú eszközt használ termelésmenedzsment-kurzusok szolgáltatásminőségének értékelésére. Adedamola et al (2016) SERVPERF alapú értékelést alkalmaz a tantermi környezettel, adottságokkal való hallgatói elégedettség feltérképezésére.…”

Section: Cikkek Tanulmányokunclassified

Szolgáltatásminőség keretrendszer kialakítása és fejlesztése – egy felsőoktatási tantárgy példája

Tóth¹,

Surman²

2020

Veztud

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A felsőoktatás fokozódó társadalmi-gazdasági szerepének és az intenzívebbé váló hazai és nemzetközi versenynek köszönhetően az intézmények menedzsmentje egyre inkább felismeri, hogy ahhoz, hogy az intézményi szolgáltatásokat igénybe vevők elvárásait a lehető legteljesebb mértékben ki tudják elégíteni, különböző menedzsmentmódszerek, köztük minőségmenedzsment-módszerek alkalmazása válik szükségessé. Jelen tanulmány célja a szolgáltatásminőség-mérési és -értékelési törekvések bemutatása olyan projektfeladat-kurzusok esetében, amelyek nem részei a rendszeres, szemeszter végi értékeléseknek -hagyományos kurzusoktól eltérő jellegzetességeiknek köszönhetően. A PDCA-filozófiát követve a szerzők kvantitatív és kvalitatív elemzéseinek célja, hogy a hallgatóktól és a konzulensektől származó visszajelzéseket felhasználva fejlesszék a konzultációs és az azt támogató folyamatokat, továbbá megfelelő inputokat szolgáltassanak az alkalmazott szolgáltatásminőség-mérési és -értékelési módszertan fejlesztéséhez is. Ehhez az elmúlt két év során gyűjtött tapasztalataikat foglalják össze, és vázolják a továbblépés lehetőségeit.Kulcsszavak: felsőoktatás, szolgáltatásminőség, kurzusértékelés, PDCA Due to the increasing social and economic role of higher education and to the intensifying national and international competition in the sector, institutional management boards gradually accept that the application of various management tools and methods including quality management ones is a necessity in order to fulfil the needs and expectations of those who 'consume' the services provided by higher education institutions. The primary aim of this paper is to introduce our service quality measuring and evaluating efforts in case of project work courses which are not part of the regular end-of-semester course evaluation system due to their highly special characteristics. Following the PDCA philosophy, the purpose of the conducted quantitative and qualitative analyses is to continuously improve not only the supervising and related supporting and administrative processes, but also to ensure inputs for the further improvement of the applied framework and methodology. These efforts are supported by the experiences and data gained during the implementation efforts of the last few semesters. Future improvement efforts and further research directions are also outlined.

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Section: Cikkek Tanulmányokunclassified

Szolgáltatásminőség keretrendszer kialakítása és fejlesztése – egy felsőoktatási tantárgy példája

Tóth¹,

Surman²

2020

Veztud

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“…Foropon et al (2013) examine service quality provided in the classroom by applying the SERVQUAL instrument in case of two operation management courses. Adedamola et al (2016) measure students' satisfaction with classroom facilities using the SERVPERF scale in case of Nigerian private universities. Harvey (2011) acknowledges that it is important for universities to have effective mechanisms for collecting feedback data; however, it is even more important for them to ensure they have an appropriate action cycle in place, in which the focus is not on the results but on using them for improvement purposes and for sustaining change.…”

Section: Service Quality Models Applied In Higher Educationmentioning

confidence: 99%

Listening to the voice of students, developing a service quality measuring and evaluating framework for a special course

Tóth

Surman

2019

IJQSS

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Purpose The purpose of this paper is to propose a service quality measuring and evaluating framework for courses that are not part of the regular end-of-semester course evaluation system because of their special characteristics. The results of an academic year-long application are also to be demonstrated. Design/methodology/approach Based on the SERVQUAL methodology and specific models proposed in the literature, altogether 26 statements related to project works were formulated, in case of which, students rated both the importance and performance addressed in each statement on a seven-point Likert scale. With an average 68 per cent response rate and more than 500 filled out questionnaires, importance-performance analyses complemented with statistical analysis were executed to investigate whether there are any differences between the different levels of project work courses, programmes, levels of studies and sub-departments. These results were then followed by focus group interviews by further addressing the importance issues. Findings Based on the joint conclusions drawn from the statistical analyses and extracted from focus groups, those statements were highlighted that can be considered as dealing with critical to quality issues. The results have been utilized to adjust the questionnaire according to the “voice of students”. Research limitations/implications A complex approach is adopted to measure and evaluate service quality on a course level in the form of a post-course questionnaire. The first results lay the foundation for managerial decisions related to project work courses and supervising processes according to the plan–do–check–act philosophy. Originality/value During project works, students can master the necessary professional knowledge and those inevitable soft skills that are needed to be successful in the labour market. Therefore, the measurement and evaluation of project work courses may provide new information on course-level service quality and may be linked to total student experience results.

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“…This is because student loyalty can create a brand image and word of mouth (WOM) recommendation for educational institutions during and after they complete their studies at the institution. Therefore, it is important to evaluate service quality based on student feedback because feedback is very useful for service providers to map out an ongoing improvement plan (Adedamola et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

Influence of Service Quality on Student Loyalty at Budi Bhakti Tutoring

Julianti,

Februadi

2023

JMI

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Education is considered one of the important primary human needs. Therefore, people are competing to get the best educational place. This phenomenon encourages parents to register their children with tutoring institutions to get additional classes. Tutoring in Indonesia is included in the Course and Training Institute (LKP). During the pandemic, LKP's growth declined due to the loss of students. The decrease in student enrollment also occurred in one of the tutoring institutions in Bandung Regency, namely the Budi Bakti Tutoring Institute. In services, service quality is an essential factor in the competitiveness and sustainability of institutions. The purpose of this study is to assess the level of service quality at Budi Bakti Tutoring to retain existing students and gain new students by measuring the five dimensions of service quality perceived value, student satisfaction, and student loyalty. The research method used is a quantitative approach. In this approach, data collection was carried out on 222 samples of students and alumni of Budi Bakti Tutoring through the distribution of questionnaires and then analyzed with PLS-SEM. The results showed that there was a positive influence between service quality on perceived value, student satisfaction, and student loyalty. This research is expected to improve the quality of service at Budi Bakti Tutoring.

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Measuring Students' Perception of Classroom Quality in Private Universities in Ogun State, Nigeria Using SERVPERF

Abstract: In Nigeria, competition

Cited by 5 publications

References 6 publications

Szolgáltatásminőség keretrendszer kialakítása és fejlesztése – egy felsőoktatási tantárgy példája

Szolgáltatásminőség keretrendszer kialakítása és fejlesztése – egy felsőoktatási tantárgy példája

Listening to the voice of students, developing a service quality measuring and evaluating framework for a special course

Influence of Service Quality on Student Loyalty at Budi Bhakti Tutoring

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