Abstract
No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman’s five Servqual dimensions. The assessment was obtained from the undergraduates’ perspectives across four faculties, and data was collected using e-questionnaire. The questionnaire was distributed to 400 students via email, but only 268 responded. Faculty-wise and university-wise rankings of the means of individual item scores from the questionnaire revealed some consistency in students’ evaluation of quality at UBD. The analysis of variance findings rejected the hypothesis of equality of the mean scores across the four faculties of UBD. Post-hoc analysis and Tukey’s Honestly Significant Difference (HSD) reported significant differences between ‘science-based’ and ‘social sciences-based’ students’ needs and perception of quality. Overall, the results of the study showed that the quality of education services provided by UBD was only satisfactory among all students, rather than being exceptional. Teamwork, communication skills, creativity and innovation indicated by the students signaled the need of TQM implementation in UBD. The study also stressed the role of the university’s administration and management to vigorously improve the quality of services they provide to the students and continue to increase the overall organisational performance.
Highlights
Education is important because without education, there is no development
With respect to library facilities including computer labs, study rooms and reading areas, only 7 percent disagreed with the adequacy of facilities provided by Universiti Brunei Darussalam (UBD) library, 37 percent indicated that they were neutral, and 35 percent showed their agreement (Diagram 2)
As for quality environment that is the comfort of students to study in the library, many respondents indicated neutral (40 percent), whilst 27 percent agreed and the other 20 percent disagreed that UBD library had provided them quality environment
Summary
Education means more than just acquiring knowledge. Global competition has brought to the fore the critical importance of quality education, and the demand for new competencies in today’s information society. Following the trends in higher education, many academic institutions have recognised the central importance of quality in teaching and in university management. They have increasingly embarked on a mission to improve their quality in order to remain competitive. Higher education institutions (HEIs) have become subject to regulatory and public reviews, and this has brought new urgency and commitment to the search for quality in higher education
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