Analysis of the Assessment Results of Institutional Excellence in Jordan

Abstract

Objectives: This research aims to analyze the results of the assessment of excellence in Jordan, including the assessment of institutional excellence conducted by the assessors of excellence, customer satisfaction, and mystery shopping. Methods: Through statistical analysis of assessment results, the 104 participating institutions were grouped into three categories: "above average," "average," and "below average." An institution is labeled "above average" if its assessment result surpasses the overall average by more than one standard deviation; it's considered "average" if its assessment result deviates from the overall average by up to one standard deviation; and it's deemed "below average" if its assessment result falls short of the overall average by more than one standard deviation. Results: The results of institutional excellence are significantly lower than those of customer satisfaction and mystery shopping. Around 70% of institutions rated “average” in the three tools of excellence assessment. It was found that there are statistically significant differences between the assessment results of institutional excellence, customer satisfaction and mystery shopping. Results of correlation analysis indicate there is no correlation between the results of institutional excellence and customer satisfaction, and between the results of customer satisfaction and mystery shopping. Whereas, there is a statistically significant correlation between the results of institutional excellence and mystery shopping. Conclusions: The study recommended that assessment approaches and processes should focus on reliable metrics and indicators to distinguish between different levels of performance. An understanding of the key business factors of institutions by excellence assessors is essential to the quality of assessment.