Higher Education Services Research Articles

Effect of Workplace Spirituality and Servant Leadership on Service Quality in Higher Education: A Mediation Model of Job Satisfaction

Purpose: This study aimed to assess the impact of workplace spirituality and servant leadership on service quality in higher education. Design/methodology/approach: This was done by examining the function of job satisfaction as a mediator in this relationship. The study was carried out in a tertiary educational institution in Bali, Indonesia, and the data was analysed using PLS-based SEM (Structural Equation Model). Findings: The study findings indicate that (1) workplace spirituality and servant leadership in higher education have an impact on job satisfaction, (2) workplace spirituality and servant leadership do not have a direct effect on service quality in higher education, and (3) job satisfaction acts as a mediator between workplace spirituality, servant leadership, and service quality in higher education. Research limitations/implications: Research was carried out using scientific procedures and methods, but in its implementation, some limitations provide room for improvement in the future. Other variables that are decisive to service quality in education should be involved in future studies. Originality/value: Based on the findings, this study introduces a novel paradigm offering theoretical and practical advancements in ensuring quality of service in higher education. Additionally, it suggests fostering spirituality in the workplace and adopting servant leadership to guarantee lecturers' contentment to enhance the quality of service in higher education.

Assessment of Students' Satisfaction with Higher Education Services: Customer Satisfaction Index Method

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa terhadap fasilitas dan pelayanan di salah satu Universitas Islam Negeri di Jawa Timur. Penelitian ini menggunakan pendekatan kuantitatif deskriptif dengan metode Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa tingkat kepuasan mahasiswa berada pada kategori 62,07% yang artinya cukup puas. Dimensi tangible berkontribusi sebesar 74,40%, dimensi responsiveness sebesar 54,59%, dimensi reliability sebesar 56,96%, dimensi assurance sebesar 61,06%, dan dimensi empathy sebesar 63,34%. Hasil penelitian juga menunjukkan bahwa seluruh data yang diperoleh sifatnya seragam, hal ini berdasarkan hasil uji standar deviasi dimensi tangible nilai standar deviasinya sebesar 7,72, dimensi responsiveness 4,56, dimensi reliabel 5,09, dimensi assurance 7,71, dimensi empathy 4,77. Hasil penelitian ini membuktikan bahwa tingkat respon staf, baik staf akademik maupun staf administrasi kurang responsif terhadap mahasiswa dalam memberikan layanan, sehingga universitas perlu meningkatkan kualitas pelayanannya agar dapat mencapai kepuasan tinggi.

ANALYSIS OF THE INTEGRATIVE APPROACH TO TAM AND UGT THEORY ON DIGILIB APPLICATION USERS

Information Systems Technology is an asset for an organization, if managed well it will provide added value for competition, as well as increasing the possibility of success for a business, therefore information systems must be managed well. STIAMAK Barunawati Surabaya College of Administration and Port Management also uses information systems technology (SIAKAD) to improve the quality of education and services in higher education, one of which is the digital library application (DIGILIB) for STIAMAK Surabaya students using the Technology Acceptance approach. Model (TAM) and “uses and gratifications theory” (UGT). The purpose of this research is to analyze individuals' intentions to use DIGILIB technology by referring to factors such as user perceptions of usability, ease of use, and other factors related to technology. The method used in this research is quantitative, with a total of 69 students responding using a Likert scale questionnaire and structural equation model (SEM) analysis techniques based on partial least squares (PLS). The results of this research show that there are three significant hypotheses, namely 1) Behavioral intention which mediates the relationship between Ritualized Use and Use Behavior, 2) Ritualized Use has a significant and positive effect on Behavior Intention, and 3) Behavioral intention has a significant and positive effect on use behavior

Decolonising student services: Implications for conflict management in higher education

This theoretical argument explores the decolonisation of student services in higher education and its implications for conflict management. The study is based on a comprehensive literature review that incorporates decolonial theories, frameworks, and existing discourse on student services. It establishes a theoretical framework that integrates key concepts from decolonial perspectives and conflict management. Using a theory synthesis design and conceptual analysis to advance the argument, the article explores the transformative process of decolonising student services and how it affects conflict management in diverse academic communities. By examining the intersection between decolonial approaches and conflict management, this study highlights how restructuring student services through a decolonial lens contributes to the creation of inclusive and equitable environments. Real-world case studies are also considered, providing an understanding of successful instances where decolonisation positively impacts conflict dynamics. Moreover, the article discusses the challenges and opportunities associated with implementing decolonised student services, offering practical recommendations for educators, administrators, and policymakers. This work contributes to the ongoing discourse on higher education by providing insights into the complex relationship between decolonisation, student services, and conflict resolution. It envisions a future where culturally responsive and decolonised student service practices foster collaboration and prioritise equity, inclusivity, and collaborative conflict management in diverse academic communities.

The impact of educational service quality on student academic performance in Ethiopian public universities: a mediating role of students’ satisfaction

PurposeThe purpose of this study is to examine the impact of educational service quality (ESQ) on student academic performance via the mediating role of student satisfaction.Design/methodology/approachTo serve the study’s purpose, the study adopted a quantitative research approach. Three public universities representing 30% of the ten public universities located in the Southern part of Ethiopia participated in the study. Questionnaires were the main tools for gathering data. The adapted questionnaire, consisting of 116 items was administered to 400 randomly selected regular undergraduate graduating class students. The quantitative data collected via questionnaire were analyzed using descriptive and advanced inferential statistics.FindingsThe quantitative findings revealed that there is a statistically positive association between overall education service quality and students’ satisfaction (r = 0.712). The findings proved that the facets of education service quality accounted for 71.2% of the variations in students’ satisfaction in the universities. The quantitative findings further showed that the education service quality has a statistically indirect effect on students’ academic performance via the mediating role of students’ satisfaction (test statistic = 31.5311573, std. error = 0.00122536 and p-value = 0). The findings further confirmed that the overall education service quality accounted for 12.7% of the variations in students’ academic performance via student satisfaction in the universities.Research limitations/implicationsThe present study was conducted in public universities located in the Southern part of Ethiopia. The findings and conclusions of the study may not be generalizable to all Ethiopian public universities. Future researchers and scholars should conduct their study in all Ethiopian public universities by taking a representative sample from the Ethiopian public universities.Practical implicationsThe present finding suggests that an improvement in ESQ leads to students’ satisfaction and that could contribute to boosting their academic performance. The findings of the present may help the practitioners who measure higher education service quality by providing how the provision of ESQ indirectly influences the student’s academic performance in the universities.Social implicationsThe findings of this study confirmed that the facets of ESQ are associated with students’ satisfaction and this, in turn, indirectly influences their academic performance. Student academic performance is one of the key indicators of quality education, and it has its influences on the social, political and economic development of a country. The findings of the present research provide valuable insights to higher education management bodies, higher quality assurance agencies and the Federal Ministry of Education to learn the indirect effect of ESQ on students’ academic performance and take necessary measures to improve the Ethiopian higher education quality.Originality/valueThe contributions of ESQ in the higher education sector are enormous. However, the existing service quality literature in higher education mainly focuses on the interrelation among service quality, student satisfaction, loyalty and behavioral intentions. Little is known about the indirect influence of ESQ on student academic performance (one of the key indicators of quality education), principally in Ethiopian higher education, the place of current research. The present study showed the indirect impact of ESQ on student academic performance in Ethiopian public universities. The study, therefore, suggests that university management bodies should actively monitor the quality of their services and commit themselves to boosting students’ learning outcomes.

Effect of Strategic Planning on Service Quality in the Higher Education Sector

Universities, in general, and in developing countries in particular, have faced significant challenges in recent years due to rapid global changes and developments in the business environment. High-efficiency and high-quality universities are now the ones capable of facing these challenges, competing, and staying in the market. To confront these challenges, strategic planning is essential for universities to continue providing high-quality educational services. Therefore, this study aimed to test the impact of strategic planning on service quality in the higher education context in Libya. Data was obtained through a survey of 360 employees at Sabratha University in Libya. The results showed a positive impact of strategic planning on quality service in higher education. The study included some limitations and directions for future research.

Effects of Civil War on Higher Education Service Delivery in Somalia

Effects of Civil War on Higher Education Service Delivery in Somalia

Evaluation of the Quality of Higher Education Services by Revised IPA in the Perspective of Digitization

Higher education services are at a crossroads created by the disruptive impact of digitalization. The COVID-19 pandemic experience forced Romanian universities to use digital educational platforms and other online education tools. The questions put into discussion are: Where is Romanian university education headed, what attributes of service quality are relevant for students, how do they see the digitization experience, and what needs to be done to increase satisfaction? A survey was conducted based on an online questionnaire on a sample of 314 students from the University of Oradea that used, for the first time in empirical research, a scale to measure satisfaction with the quality of educational services to which a dimension of digital education is added. Revised importance–performance analysis (importance–performance analysis in nine quadrants with one parameter c-9Qc-IPA) was used for data processing. The results show a still-reserved attitude towards certain aspects of the digitization of services, with priority remaining on aspects related to the material base and the prospects of finding a suitable job after graduation.

Website Quality Measurement of Educational Government Agency in Indonesia using Modified WebQual 4.0

This study aims to evaluate the quality of the Region III Higher Education Service Institution (RHSI3) website using the modified WebQual 4.0. This evaluation needs to be carried out to find out things that need to be improved on the website so that it can satisfy its users. Based on the evaluation results, it can be seen that the overall average score of the RHSI3 website measurement is 568.50 with an interpretation of 69.33%, so it is included in the Good criteria. There are six indicators that get a score above the average while there are four indicators that get a score below the average. The indicator that gets the highest score is the indicator about the simplicity of learning to operate the RHSI3 website. This indicator gets a score of 808 with an interpretation of 98.58%, so it is included in the Excellent criteria. The indicator that gets the lowest score is whether the website provides a space for the community. The indicator only gets a score of 216 with an interpretation of 26.34%, so it is included in the Bad criteria. To improve the quality of the website, it is necessary to improve several indicators that get a low score interpretation value, i.e., providing detailed information, a space for the community, and making it easier to communicate with organizations. From an academic point of view, this study contributes to the modifications of WebQual 4.0 as well as gives examples of how to use it. From a practical point of view, the results of this study can be a reference for RHSI3 website managers regarding things that need to be considered and improved to make their website quality better.

Digitalization and Innovation of the Service Process: The Efforts to Improve the Quality of Higher Education Services in Kalimantan Island

Digitalization and Innovation of the Service Process: The Efforts to Improve the Quality of Higher Education Services in Kalimantan Island

Approach versus avoidance strategies in job crafting and their relationship to prosocial service behavior in university professors

ABSTRACT What work strategies must university professors adopt to guarantee the service of higher education and even go beyond the role universities have formally established for them? This article aims to analyze the strategy of job crafting – specifically, how it influences the job crafting strategies of approach vs. avoidance in prosocial service behavior, with engagement as a mediating variable. To achieve this goal, we analyze the behavior of 1068 university professors in Faculties of Economics and Business at Spanish public universities. The results suggest that university professors who expand their work role and who expand socially develop more prosocial behavior in the service they deliver. The job crafting strategy of avoidance, in contrast, influences prosocial behavior negatively. Further, engagement acts as a mediating variable in the relationship between professors’ job crafting and their prosocial service behavior. These results are relevant to higher education institutions, which must work constantly to adopt workplace strategies and programs to improve service performance. The study results may help universities to achieve professors who are more committed to their job functions and responsibilities.

A conceptual review of the higher education system based on open innovation (OI) perspectives

The open innovation paradigm has evolved from its incipient form, namely Schumpeter’s new production function from 1912, to the current context of a global network of societies, including virtual communities that produce innovative ideas and industry applications through knowledge transfer. The role of industry-university cooperation and networks is widely recognized within the current academic approach. However, the context of higher education, its characteristics, and business application are not thoroughly explained from the Open Innovation (OI) perspective. The debate and further understanding of OI, industry-university cooperation, and the accurate application of academic knowledge to the business world and society are academics’ main concerns nowadays, our research being a beginning step. The research objective is to present the evolution of the innovation concept from the higher education perspective through a qualitative review of existing studies. The contribution of this paper is linked to the proposed higher education service life cycle framework for academics based on the current needs for innovation, accessibility, and global integration.

What does an ADHD-friendly university look like? A case study from Ireland

In Ireland, 5 % of university students registering with disability services in higher education have ADHD, increasing annually. Student services nationally report a significant increase in requests for assessment, diagnosis, and support for ADHD in university. This mixed method study investigated the experiences of undergraduate and postgraduate students with a diagnosis of ADHD in one HEI in Ireland to determine (i) institutional and systemic challenges, (ii) facilitators of successful progression through university, and (iii) an evidence-base to inform effective support. Data analysis encompassed responses from an online survey, anonymized longitudinal data extracted from disability services student progression reports, and qualitative data extrapolated from open-ended survey responses and individual, in-depth interviews. Findings indicate a need for ADHD friendly university campuses, adoption of Universal Design for Learning, increasing ADHD awareness within the university community, targeted ADHD supports, and optimizing the sensory environment.

Role of Artificial Intelligence in Higher Education- An Empirical Investigation

The importance of artificial intelligence (AI) is growing in all economic sectors and thus also in higher education. In recent years, there have been significant developments in this concept of "Artificial Intelligence in Education (AIED)". The purpose of this study was to find out how the concept of artificial intelligence can be applied to teaching and learning in higher education and the implications of the use of artificial intelligence in higher education. The impact of the development of technologies on learning is often studied on the methods and scope of learning and teaching. Artificial intelligence enables higher education services to become easily accessible with extraordinary speed, not only in the classroom but also outside the classroom. This report seeks to explore how AI will become an integral part of universities and seeks to examine its immediate and future impact on various aspects of higher education. The challenges of implementing AI in these institutes were also explored. As artificial intelligence (AI) research in education increases, many researchers in the field believe that the role of teachers, schools and leaders in education will change. In this regard, the aim of this study is to investigate which are the possible scenarios for the arrival of artificial intelligence in education and what impact it can have on the future of schools. In this research, it confirmed that artificial intelligence has been widely adopted and used in various forms in education, especially educational institutions. Artificial intelligence was initially implemented in the form of computers and computer-related technologies, moving to web-based and web-based intelligent educational systems, and finally with the use of embedded computing systems and other technologies such as humanoid robots and web-based chatbots teachers & tasks and assignments independently or with tutors. With these platforms, teachers could perform various administrative tasks such as grading and Work more effectively and efficiently and achieve higher quality in your learning activities. On the other hand, because the systems use machine learning and adaptability, the curriculum and content are adapted which improved uptake and retention, which improved the student experience and the overall quality of education.

The influence of service quality on student satisfaction and student loyalty in Vietnam: the moderating role of the university image

PurposeImproving service quality, student satisfaction and student loyalty is important to higher education institutions’ sustainable growth. The objectives of this study are a twofold: first, the study seeks to determine the dimensions of higher education service quality with a specific focus on Vietnam. Second, it examines how the service quality dimensions impact student satisfaction and student loyalty, with the moderating role of the university image.Design/methodology/approachThis study followed a rigorous procedure, including interviews, a survey, exploratory factor analysis (EFA) and reliability analysis to identify higher education service quality dimensions and their measures. After that, using the data obtained from 1,550 university students in Vietnam, confirmatory factor analysis was used to validate the identified dimensions and structural equation modeling was used to test a proposed model explaining the outcomes of higher education service quality.FindingsThe findings reveal five dimensions of higher education service quality: academic aspect, nonacademic aspect, programming issues, facilities and industry interaction. Most of these factors have a positive influence on student satisfaction. In addition, the university image moderates the positive relationship between student satisfaction and student loyalty.Practical implicationsThis study’s findings highlight the complexity of service quality in the higher education context and encourage higher education institutions to improve their service quality in image to enhance student satisfaction and loyalty.Originality/valueThis study suggests a unique measure of higher education service quality dimensions and provides fresh insights into how they impact student satisfaction and loyalty in Vietnam.

Navigating I-positionings in higher education Service Learning as hybrid scenarios: a case study

This paper is part of a larger study on learning processes and identity change in university students participating in Service Learning (SL) programmes, considered as hybrid activities containing practices and values from at least two settings: academic activity and professional intervention. Our SL programmes, carried out in formal schools serving children from Roma and migrant backgrounds, challenge dominant views on educational and psychological processes, offering a critical view of learning and development, where traditionally unrepresented “others”, along with their cultural knowledge, bring their own voices to the arena. Our aim is to show the transformations taking place within this SL by analysing the dialogicality contained in the field notes written by a participating psychology student, Nina (pseudonym), as an illustration of the complex dynamics of learning and identity change we encounter. By analysing Nina's reflections while acting in this SL project, we attempt to delve into these processes of transformation from the perspective of an agentive participant. In her case, we tried to unfold the complex way in which different cultural traditions entered into dialogue in her I-positions as she emotionally connected and engaged with the surrounding motives, finding her own way through cultural crossroads through affect and practice.

Manajemen Konflik dalam Mewujudkan Good University Governance : Analisis Penanganan Konflik Kebijakan di STITNU Al Farabi Pangandaran

Conflict is an unavoidable phenomenon in every organization, including in higher education. Effective conflict management is key in realizing good governance in public services in higher education. This case study aims to analyze conflict management that is directly related to Good University Governance in STITNU Al-Farabi Pangandaran college. The research method is a case study with a qualitative approach. Data collection techniques through direct observation to the field and interviews with several participants. The results showed that policy conflicts in public services in higher education, namely STITNU Al-Farabi Pangandaran, can occur due to a lack of communication between the various parties involved, such as college managers, students and lecturers. In the context of handling policy conflicts, universities need to have a mechanism that can accommodate all parties involved to convey complaints and problems faced. To minimize or prevent conflicts from occurring, every college must apply the 5 principles of Good Governance; Transparency, Accountability, independence, responsibility and fairness.

Higher Education Internationalisation in Kazakhstan (2022-2023): Course Continuity or Change in the Focus?

The research aim is to evaluate the changes in Kazakhstan policy of higher education internationalisation due to the international relations transformation since February 2022. The research tasks are to identify the peculiarities of higher education internationalisation in Kazakhstan and to detect its main trends before and after 2022. Based on the definitions of higher education internationalisation formulated by J. Knight, P.G. Altbach et al., authors outline relatively successful attempts of Kazakhstan to follow world trends in higher education. However, research literature analysis suggests that there are still many problems in Kazakhstan higher education the Government is still unable to overcome due to the lack of resources.The authors confidently analyse the legal framework of higher education reform in Kazakhstan and decisively use event-analysis to identify the key characteristics of higher education internationalisation in Kazakhstan since its independence, during 1991-2023. The conclusion was that the country has been on a course of internationalisation since the 1990s, but that until 2010 it had been a point-by-point process. At the same time, a model of importing higher education services, mainly from Russia, was spontaneously formed. Since 2010, the second stage of internationalisation has begun, characterised by a large borrowing of Western models and practices, although the Western direction of interaction in higher education complemented, but did not replace, the Russian one. In 2022, Kazakhstan made an accelerated transition to the third stage of internationalisation of higher education, characterised by distancing itself from Russia, combining imports and ambitions to export higher education, and increasing competition with Russia for applicants.

MEASUREMENT OF HIGHER EDUCATION SERVIVE QUALITY USING HEDPERF AND HIEDQUAL IMPORTANCE PERFORMANCE ANALYSIS METHODS

The image of a tertiary institution is indicated by the quality of service perceived by students because the quality of service can also reflect the academic and non-academic quality of a tertiary institution. There have been many studies focusing on measuring the quality of services in higher education (using the Serqual measurement), therefore, this study aims to measure quality services by combining other approaches, namely HEdPERF and HiEDQUAL. Bung Hatta University was used as the research object (n=370 students). The university was selected because it is a reputable private university which was founded under the name one of the nation's proclamator with significant influence. Based on the results of data analysis using the Importance Performance Analysis (IPA) technique, it can be concluded that aspects of academic facilities and support services are in the quadrant that exceeds student expectations. On the other hand, the campus infrastructure aspect should be the main priority that must receive immediate attention, followed by the reputation, academic and program aspects which are quadrant positions that must be maintained while the administrative service aspect is in low priority positionKeywords: Service Quality, Higher Education, IPA (Importance-Performance Analysis), HedPERF, HiEDQUAL

Exploring the Dynamics of Student Perception of Administrative and Support Services in Higher Education

This research provides a comprehensive understanding of international students' experiences in Philippine HEIs, offering valuable insights for institutions to enhance administrative services and support mechanisms for this diverse demographic. This mixed-methods study delved into the dynamics of international students' experiences in higher education institutions (HEIs) in the Philippines, with focus on visa application, admission, enrolment, instructional delivery, awareness of support services, satisfaction levels, and coping mechanisms. Drawing insights from 234 international students across two universities in Baguio City, the findings underscore the positive perceptions of students in critical areas. Notably, the visa application, admission, enrolment efficiency, and instructional delivery all received strong agreement, indicating a high level of satisfaction among the international student population. A nuanced awareness pattern emerges, with a notable discrepancy between traditional support services (such as library materials and medical services) and online services (including networking events and free campus internet). While the overall satisfaction with support services is evident, the dissatisfaction with free campus internet services stands out as a specific concern. The findings indicate a diversity of strategies, from self-care and positive reframing to engagement with social media and seeking guidance from teachers and school counsellors used as coping strategies utilized by students. However, the prevalence of entertainment-focused coping mechanisms, such as watching movies and television, signals the importance of a holistic approach to student well-being beyond academic support. Institutions are recommended to focus on refining communication strategies for online services and addressing specific concerns raised by students. Additionally, fostering a supportive environment that recognizes and accommodates the diverse needs of international students is crucial.