Quality in higher education-a survey

Owlia, Mohammad Saleh

doi:10.1080/09544129650034918

Cited by 113 publications

(86 citation statements)

References 11 publications

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“…To measure the service quality researchers used SERVQUAL and Gronroos's model in various aspects of business environment. Though, the dimension of quality and the measurement approach of the service quality and its relationship with customer's satisfaction are still been unsettled (Owlia and Aspinwall 1996;Parasuraman et. al., 1993;Cronin, Taylor, 1994;Carman, 1990;Buttle, 1996).…”

Section: Introductionmentioning

confidence: 99%

A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective

Rahman¹,

Khan²,

Haque³

2012

ASS

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The purpose of this conceptual paper is to study the effect of service quality towards customer's satisfaction under the perspective of SERVQUAL and Gronroos service quality model. The proposed model focuses on the relationship between functional quality, technical quality, internal, external influences mediated by corporate image and service quality towards customer's satisfaction. The model also tries to build the relationship between perceived prices by the customers on customer's satisfaction when service quality plays a mediating role. Suggestions for managers are given on implementing the core concepts from the model.

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Section: Introductionmentioning

confidence: 99%

A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective

Rahman¹,

Khan²,

Haque³

2012

ASS

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“…A number of researchers indicate that students are the main stakeholders of higher education and their judgements are valuable (Owlia & Aspinwall, 1996;Sarrico et al, 2010;Srikanthan & Dalrymple, 2003;Rehber, 2007;Zou et al, 2012). In a similar vein, according to Bandevica & Ligotne (2014) student evaluation is the most effective way in quality assessment of the implementation of a higher education program.…”

Section: Participants Of the Studymentioning

confidence: 99%

Determination of the Relationship Between Quality of Teaching Processes and Learning Resources With Student Achievement (The Sample of Gaziantep University)

Özdemir¹

2016

Elektronik Sosyal Bilimler Dergisi

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The purpose of present study is to determine the relationship between the quality of teaching processes and learning resources of a higher education institution and academic achievement of B. A. students in Gaziantep University. With this purpose in mind, students' perceptions about the following sub-dimensions are determined: Integration and teaching processes, career guidance services, library facilities and services, communication with the faculty administration and the academics, student affairs, physical learning conditions, campus life, research activities, assessment and evaluation, course contents and classroom conditions. The study is designed with the correlational survey model and the data are obtained by administering a scale to randomly selected 796 students in 2014-2015 educational year. In data analysis, SPSS 20.0 software package is used and Independent Samples T Test and Multiple Linear Regression are applied to the normally distributed data set. According to research results, the participants' views differ significantly in four of the sub-dimensions according to their gender and these sub-dimensions -career guidance services, teaching processes, campus life and assessment and evaluation -are found to predict about 15% of students' academic achievement. It is extrapolated that some variables relevant with teaching processes and learning resources of a higher education institution have substantial impact upon student achievement. The paper concludes by offering some implications.Keywords: Academic Achievement, Higher Education Quality Indicators, Student Evaluation. ÖzBu çalışmanın amacı Gaziantep Üniversitesi'nde lisans eğitimi alan öğrencilerin akademik başarıları ile yükseköğretim kurumlarındaki öğretim süreçleri ve öğrenme kaynaklarının kalitesine ilişkin görüşleri arasındaki ilişkinin belirlenmesidir. Bu genel amaç doğrultusunda katılımcıların bütünleşme, öğretim süreçleri, kariyer yönlendirme hizmetleri, kütüphane hizmetleri, öğretim elemanları ve yönetim kadrosuyla iletişim, öğrenci işleri, fizikî öğrenme koşulları, kampus yaşamı, araştırma faaliyetleri, ölçme ve değerlendirme, ders içerikleri hakkında bilgilendirme ve derslik koşulları alt boyutlarına ilişkin görüşleri tespit edilmiştir. Đlişkisel tarama modeli ile desenlenen araştırmanın verileri 2014-2015 eğitim öğretim yılında evrenden rastgele örneklem yoluyla seçilen 796 öğrenciye ölçek uygulanması yoluyla elde edilmiştir. Verilerin analizinde SPSS 20 paket programı kullanılmış olup, normal dağılım gösterdiği tespit edilen veri setine Bağımsız Örneklem T Testi ve Çoklu Doğrusal Regresyon Analizi uygulanmıştır. Araştırma bulgularına göre; katılımcıların görüşlerinin öğretim süreçleri, kariyer yönlendirme, kampus yaşamı ve sınav beklenti alt boyutlarında cinsiyet değişkenine göre anlamlı derecede farklılaştığı ve bu 4 alt boyutun birlikte öğrencilerin akademik başarılarının yaklaşık %15'ini yordadığı tespit edilmiştir. Bu doğrultuda yükseköğretim kurumunda öğretim süreçleri ve öğrenme kaynaklarına ilişkin ilgili değişkenlerin ö...

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“…Other stakeholders, such as employers, are faced with the final product of the system, i.e. graduates (Owlia, 1996); therefore it is extremely important to follow, above all, the satisfaction of students and their potential during the study. Each of the stages of interaction between institutions and students has its own objectives related to the acquisition and knowledge sharing that brings effects to end users, whether in terms of employees, students, or the economy.…”

Section: Introductionmentioning

confidence: 99%

Strengthening Company Image in Service Sector by Improving Relational Capital

Jaganjac¹

2016

EJBM

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This paper aims to contribute to the theoretical model of managing intellectual capital with an emphasis on the relational capital. Relational capital is especially relevant in the service sector, where differentiation is mostly based on non-price competition. Development of relational capital which strengthens the image through satisfaction of int ernal and external users encourages innovation and allows each process to be enriched with new knowledge. To illustrate this concept, the paper presents an empirical study of the participants of international students' conference, coming from nine faculties from Bosnia and Herzegovina, Serbia and Croatia. Paper intends to define the steps to follow in developing a model of relational capital management at universities, taking in consideration the interaction between students' needs, defined through five levels and relationships with higher education institutions. The aim of research is also to encourage innovative processes in Bosnia and Herzegovina and region, which are not always needed to be directly connected to curricular activities, but are derived from them. The results indicate the motives and motivation of both students and professors at fifth level of interaction. It also presents possible ways to expand cooperation in the fifth stage of interaction between students and higher education institutions. As the image of the company and its employees and clients is interconnected, this research points to elements that can be improved in further interaction, in order to achieve effects on each side.

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Quality in higher education-a survey

Cited by 113 publications

References 11 publications

A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective

A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective

Determination of the Relationship Between Quality of Teaching Processes and Learning Resources With Student Achievement (The Sample of Gaziantep University)

Strengthening Company Image in Service Sector by Improving Relational Capital

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