Analysis of the Assessment Results of Institutional Excellence in Jordan

Abstract

Objectives: This research aimed 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, the 104 participating institutions were classified into three groups: "above average," "average," and "below average." An institution is labeled "above average" if its assessment result exceeds the average by more than one standard deviation. If the result is within one standard deviation of the average, the institution is deemed "average." Conversely, if the result is lower than the average by more than one standard deviation, the institution is categorized as "below average." 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. The findings support 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 excellence assessment approaches and processes should focus on reliable metrics and indicators to distinguish between different levels of performance. In addition, an understanding of the key business factors of institutions by excellence assessors is essential to the quality of assessment.