Service quality evaluation in the school of physical education and sports: An empirical investigation of students' perceptions

Yıldız, Süleyman Murat

doi:10.1080/14783363.2011.637804

Cited by 32 publications

(19 citation statements)

References 48 publications

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“…For example, up-to-date hardware that can be exploited by students can be a source of satisfaction. The campus environment, therefore, logically appears as a potential determinant of perceived quality (Aldridge & Rowley, 1998;Duque, 2013;Gruber et al, 2010;LeBlanc & Nguyen, 1997;Yildiz, 2013). SQ is the most often researched antecedent of perceived value (Alves & Raposo, 2007;Dlačić et al, 2013;Fornell, 1992;Fornell et al, 1996).…”

Section: Campus Environmentmentioning

confidence: 98%

“…Owlia and Aspinwall (1997) surveyed 124 people who are familiar with the issue of educational qualities and their results identified students as the main customers, followed by employers, society, faculty, and families. Researchers are also increasingly viewing students as consumers of higher education services (Sadeh & Garkaz, 2014;Yildiz, 2013). Although one might hesitate to call students 'customers' because of the student-teacher relationship, the fact is that without students, there would be no need for higher education institutions.…”

Section: Introductionmentioning

confidence: 98%

“…Accordingly, to provide better services for students, universities must understand students' needs and constantly assess their status (DeShields, Kara, & Kaynak, 2005;Hartman & Schmidt, 1995) so that universities can find ways to attract, encourage, and maintain stronger relationships with students. In particular, knowing how to measure student satisfaction has become a critical concern for higher education institutions, because satisfied students are more likely to recommend study programmes to other students and to contribute monetary support to their universities (Dlačić, Arslanagić, Kadić-Maglajlić, Marković, & Raspor, 2013;Yildiz, 2013).…”

Section: Introductionmentioning

confidence: 99%

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Developing a decomposed alumni satisfaction model for higher education institutions

Hsu

Wang

Cheng

et al. 2015

Total Quality Management & Business Excellence

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The mission of higher education is both to transfer knowledge to students and to emphasise the students' total development. Higher education institutions can accomplish this mission by collecting information on student satisfaction, because understanding the students' perspectives can provide valuable information to management for allocating resources to better design education programmes. Although some attempts to quantify student satisfaction have been made through student questionnaires, these tend to be quite crude and ad hoc. As there is competitive pressure to provide quality education, this study aims to explore the determinants of alumni satisfaction in higher education. Although there is no alumni satisfaction model, the use of the customer satisfaction index (CSI) is unanimously acknowledged. The CSI provides a common set of measures to interpret customer satisfaction. Although CSI models can measure customer satisfaction, they lack the ability to diagnose areas for improvement. To address this issue, in this study we suggested a decomposed alumni satisfaction model. Decomposed models provide greater explanatory strength than pure models. Based on the results, we built several strategic management maps to help the department of a higher education institution identify areas for continuous improvement. The results showed that course design needs the most attention. Based on this result, the department took several measures to improve the quality of course design. The second survey showed that the improvement was significant, with the score for course design having the greatest improvement.

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Section: Campus Environmentmentioning

confidence: 98%

Section: Introductionmentioning

confidence: 98%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Developing a decomposed alumni satisfaction model for higher education institutions

Hsu

Wang

Cheng

et al. 2015

Total Quality Management & Business Excellence

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show abstract

“…Tal como qualquer organização que pretende exponenciar, a todo momento, a qualidade dos seus produtos e serviços, as universidades também são responsáveis por ministrar educação de qualidade aos seus alunos (Yildiz, 2012). A sociedade espera que a qualidade da educação esteja salvaguardada pelas instituições de ensino e pelos professores garantindo-se que as gerações futuras possam estar convenientemente preparadas para o mercado de trabalho (Hill, 1995).Nesse sentido é unânime que a qualidade do ensino nas universidades é fundamental para o sucesso da instituição e dos seus alunos, pois para além do foco nas avaliações orientadas para resultados momentâneos é fundamental prestar atenção ao trabalho dos professores e seus processos de ensino, sendo fundamental avaliar e monitorizar a sua qualidade (Chen, Chen, & Chen, 2011).…”

Section: Introductionunclassified

Mapping total quality management research in the higher education context: a literature review using a bibliometric approach

Hounsell

Mendes

2018

Revista Capital Científico - Eletrônica

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ResumoA qualidade do ensino é fundamental para o sucesso de qualquer Instituição de Ensino Superior (IES) sendo a Total Quality Management (TQM) uma filosofia amplamente adotada pelas IES no sentido de incrementar a qualidade dos processos de ensino existentes. Tendo em consideração a problemática enunciada e a sua consequente importância este artigo tem como objetivo geral identificar e mapear os estudos de investigação que abordam a aplicação dos princípios da TQM como filosofia orientada para a melhoria da qualidade das IES. Neste estudo é utilizada uma abordagem sistemática para realizar a revisão de literatura, fazendo uso de um rigoroso protocolo e definição de etapas para executar a pesquisa e análise da literatura baseada em artigos científicos publicados na base dados ISI Web of Science e na Scopus. A revisão sistemática de literatura aqui realizada mostra que a qualidade do ensino nas IES é uma temática em constante análise pela sua importância estratégica enquanto pilar de desenvolvimento de qualquer nação que se pretenda desenvolvida. Além disso os resultados obtidos incluem três clusters: (1) Implementação dos princípios da TQM no Ensino Superior;(2) A influência dos fatores críticos de sucesso na performance da TQM e (3) A qualidade do ensino e dos serviços das IES e o incremento da satisfação dos estudantes. Com base nos resultados encontrados, esta investigação permitiu perceber quais as temáticas, divididas em clusters, que mais despertam o interesse de investigação nos mais diversos autores. Palavras-Chave: TQM; Gestão da Qualidade Total; Ensino Superior AbstractThe quality of teaching is fundamental to the success of any Higher Education Institution (HEI), and Total Quality Management (TQM) is a philosophy most adopted by HEI´s in order to increase the quality of existing teaching processes. In consideration of the this article has as general objective to identify and to map the research studies that approach the application

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“…In terms of the method, some studies employed and positive obtained outcomes (Yildiz, 2014) by employing SERVQUAL (Tan & Kek, 2004;Barone & Franco, 2009), SERVPERF (Abdullah, 2006a;Li & Kaye, 1998) and significance-performance analysis (Angell, Heffernan, & Megicks, 2008;Wright & O'Neill, 2002;as cited in Yildiz, 2014). SERVPERF makes a general measurement of service quality, although the impact of these tools on service quality research is undeniable, this might not be a sufficient tool to evaluate perceived quality in higher education.…”

Section: Introductionmentioning

confidence: 99%

The Assessment of Service Quality Perception in Higher Education

Yavuz

Gülmez

2016

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KeywordsIncreasing number of higher of education institutions in Turkey brings competition which also features the quality. Service quality in higher education is increasingly spotlighted in recent years. It is important that quality of all services provided by higher education institutions must be in a certain level and respond to the needs. Service quality, in effect, draws on total quality management and customer service as well as on marketing research. Fundamental to service quality is the belief that an organization exists to serve its customers. Perceptions of service quality often differ for individual customer. In the educational environment, one customer might appraise the situation a highquality while another might find the same experience middling. The purpose of the research is to determine service quality perceptions of the students who graduated from the university in Turkey. This research was conducted with mixed methods approach. The HEdPERF scale which used to measure the service quality offered to students in higher education was used and semi-structured interview was conducted to collect data. While the perception of service quality does not indicate a significant difference by gender, it indicated significant differences according to faculties and establishment years of universities.Higher education Service quality Mixed methodArticle Info

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Service quality evaluation in the school of physical education and sports: An empirical investigation of students' perceptions

Cited by 32 publications

References 48 publications

Developing a decomposed alumni satisfaction model for higher education institutions

Developing a decomposed alumni satisfaction model for higher education institutions

Mapping total quality management research in the higher education context: a literature review using a bibliometric approach

The Assessment of Service Quality Perception in Higher Education

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