Quality Of Educational Services Research Articles

ИССЛЕДОВАНИЕ КАЧЕСТВА УСЛУГ ВЫСШЕГО ОБРАЗОВАНИЯ И УДОВЛЕТВОРЕННОСТИ СТУДЕНТОВ ОБРАЗОВАНИЕМ

In recent years, the number of universities has gradually increased, and competition has become increasingly fierce. In the past, universities focused only on quality education and research, but now the quality of education is closely linked to student satisfaction. Higher education services should be based on an understanding of the needs of students, research on the quality of higher education services and student satisfaction not only contribute to the development of higher education institutions, but also have broad significance for society. Based on the research of scientists at home and abroad, the current problems of the quality of higher education services and student satisfaction are analyzed, as well as proposals for improving the quality of higher education services for students are put forward.

EVALUATION OF THE EFFECTIVENESS OF INVESTMENTS INTO HUMAN CAPITAL AT THE MACRO LEVEL

This article is devoted to the study of the problem of evaluating the effectiveness of financing the education sector as an important industry that contributes to the creation of conditions for accelerated economic growth. In the context of the formation and development of an innovative economy, investments in education are of a priority nature and provide an important competitive advantage from a strategic point of view - the accumulation and development of the country's intellectual potential. At the same time, an increase in investment in education does not mean an increase in the effect and cannot guarantee an increase in the quality of educational services. Therefore, one of the topical issues in the implementation of investments in the industry is the evaluation of their effectiveness. The formation of a methodology for evaluating the effectiveness of investment in education at the macro level is based on a comparison of changes in national investment in education and changes in the human development index. Approbation of the proposed method is carried out on a specific example. This article analyzes the works of the classics of philosophy and economics, monographs, scientific and technical research, and articles by foreign and domestic scientists on the analysis and evaluation of the effectiveness of investments in human capital. The results of this study raise an important question for theoretical economists: what the mechanism by which human capital is affects economic growth, how to model the relationship between the stock of human capital, capital, and technological progress, as well as the law of accumulation of human capital in the model.

ОРГАНІЗАЦІЙНО-ІНФОРМАЦІЙНИЙ ПІДХІД ДО ДИЗАЙНУ ЗАКЛАДУ ВИЩОЇ ОСВІТИ В КОНТЕКСТІ ЖИТТЄВОГО ЦИКЛУ СИСТЕМИ

The article substantiates the need to apply an organizational and information approach to the design of a higher educational institution in the context of the system's life cycle. This was determined by an analysis of existing approaches and methods to determining the effectiveness of the provision of educational services by higher education institutions. It has been proven that, despite all their classical completeness, there are significant drawbacks. These include: the educational services market introduced in Ukraine is not taken into account; application of methods for monitoring and assessing knowledge based on the final result. All this does not allow us to analyze many factors at intermediate stages that influence the quality of educational services. A model of a typical system life cycle with stages is presented: system design; system development; production system; system operation/support; decommissioning (disposal) of the system. According to the definition of the organizational and information design of a university as a complex system, its levels and components are defined: level zero – the target system, that is, the university under study; the first level is the strategic peak; second level – midline; the third level is the operating core; auxiliary structure. It has been established that universities have their own specifics, based on the analysis of which, a new type of design has been developed, namely organizational and information design and its model, which provides a systematic organization in accordance with the specifics of an individual university. In order to eliminate shortcomings in assessing the quality of functioning of a higher educational institution, a process approach to determining the quality of educational services is proposed. During the study, a process model of the quality of organizational and information design of a higher educational institution was developed, a life cycle diagram of the target system was presented in accordance with ISO 24748-1 and a visualization of the process model of the artificial system in the form of a general V-model was presented, a hierarchical system of quality indicators that form the structure of the model was presented.

Quality of educational services and students’ resilience: A university governance study

Quality of educational services and students’ resilience: A university governance study

ДИНАМІКА ПОКАЗНИКІВ ДОСТУПНОСТІ ЗАГАЛЬНОЇ СЕРЕДНЬОЇ ОСВІТИ ДЛЯ ОСІБ З ОСОБЛИВИМИ ОСВІТНІМИ ПОТРЕБАМИ

The education of children with special educational needs (SEN) is one of the priority areas for the development of modern education in Ukraine. The article analyses the indicators of accessibility of general secondary education for persons with SEN in accordance with the National Strategy for Creating a Barrier-Free Environment in Ukraine. The article presents data on the status of special and inclusive education for the period of 2014/2015-2023/2024 on the basis of official statistical reporting, identifies trends, key achievements and possible challenges to the implementation of the goals of the Strategy. The legal framework in the field of inclusive and special education was examined. Proposals for improving the statistical forms for the formation of indicators of access to general secondary education for persons with SEN were substantiated, which requires further analysis of the compatibility of these indicators with the Sustainable Development Goals (SDGs), performance indicators of the National Strategy for the Development of Inclusive Education for 2023-2030 and reporting indicators of the Statistical Office of the European Union (Eurostat), etc. The article also deals with the issue of allocation of subventions from the State budget to local budgets for providing state support to persons with SEN in 2024. It is proposed that in order to calculate the performance indicator in reports on the use of these funds, the number of pupils with SEN, including persons with disabilities who received additional services at the expense of this subvention, should be allocated. The relevance of the article's topic is due to the increased attention and demand of society on the need to include persons with SEN in the educational process and to provide them with quality educational services.

Scale Development and Inferential Analysis of Service Quality in Higher Education: A Sequential Exploratory Mixed-Method Study

In response to the consumer-oriented shift in higher education, institutions are embracing technology and flexible delivery to enhance services. This is critical for student attraction, retention, and academic success. Consequently, the focus on service quality and student satisfaction has grown. This study investigates service quality expectations and perceptions of students in a local Caribbean -based tertiary institution. A novel scale, the “Service Quality Scale for Higher Education (SQSHE),” is developed using a sequential-exploratory mixed-method approach. The SERVQUAL-driven Disconfirmation framework informs this scale, measuring the gap between expected and perceived service encounters. Three focus group interviews generate a 53-item pool, refined to a 23-item scale with four dimensions: student well-being, service efficiency, social interaction, and value co-creation. The SQSHE demonstrates reliability, stability, and internal consistency. Data from 179 participants via an online questionnaire reveal four service quality dimensions, with two displaying significant negative gap scores. This culturally relevant four-factor scale contributes significantly to higher education research. By addressing student expectations, institutions can enhance strategies to elevate satisfaction and success rates.

Виклики сучасного розвитку людського капіталу сільських територій України в умовах економічних трансформацій

The article is concerned with systematization of factors that hinder the development of human capital in rural areas of Ukraine and are components of the mechanism of its destruction. The factors of destruction of human capital in rural areas are: low-quality school education; poor medical care; unsatisfactory level of development of social infrastructure; monopsony of agricultural enterprises in the rural labor market; low level of development of non-agricultural species; urbanization and the growth of rural unemployment. These factors cause such challenges as low labor productivity, high potential for unemployment and marginalization, excess of mortality over birth rate, migration, low incomes and depopulation of rural areas, which, in turn, lead to the destruction of human capital in rural areas. The development of human capital in rural areas of Ukraine largely depends on social infrastructure. The revival of the village is impossible without the priority development of its social sphere, which requires comprehensive institutional and material measures. Improving the quality of educational and medical services, as well as the development of socio-cultural facilities are critically important for stable economic development and improving the well-being of the population in rural areas. The problems of implementing the strategic task of reproduction and development of human capital in rural areas are caused by the low level of innovation and technological modernization in the agrarian sector, which negatively affects labor productivity. The existing link between the development of human capital and the socioeconomic progress of rural areas emphasizes the need to create conditions for the reproduction of human capital through the development of entrepreneurship, improving the quality of labor potential and social infrastructure. Effective human capital development in rural areas requires overcoming these challenges through an integrated approach that includes innovative solutions, investment in social and productive infrastructure, and increased entrepreneurship.

Exploring professional identity and its predictors in health profession students and healthcare practitioners in Saudi Arabia.

The government of Saudi Arabia is making significant efforts to improve the quality of health education and healthcare services. Professional identity has been linked to the quality of healthcare services provided by practitioners, however, data concerning the professional identity of health profession students (HPS) and healthcare practitioners (HCP) are still lacking in Saudi Arabia. The current study aimed to assess the level of professional identity in HPS and HCP in Saudi Arabia and to investigate its predictors. Cross-sectional data were collected from 185 HPS and 219 HCP in Saudi Arabia using river sampling technique. Data related to the sample characteristics were collected; an adapted version of the Macleod Clark Professional Identity Scale was utilized to collect data about the level of professional identity. Total score of professional identity was later calculated for each participant. Median professional identity scores for HPS and HCP were 38.0 (34.0-41.0) and 41.0 (37.0-43.0), respectively, out of 45. Significantly higher median professional identity score was found among HCP as compared to HPS (p <0.001). Data obtained from the multiple linear regression analysis, using the backward elimination method technique indicated that only working status (HPS vs. HCP) significantly predicted the professional identity score in all models performed. In conclusion, high levels of professional identity were reported among HCP and HPS in Saudi Arabia. Changes related to professional identity should be monitored in public and private educational and healthcare organizations to enhance the quality of healthcare services provided in the country.

КОРПОРАТИВНА СОЦІАЛЬНА ВІДПОВІДАЛЬНІСТЬ В КОНТЕКСТІ РЕАЛІЗАЦІЇ ПРІОРИТЕТІВ ДЕРЖАВНОЇ ФІНАНСОВОЇ ПОЛІТИКИ

The author substantiates the expediency of intensifying partnerships between public authorities (local selfgovernment) and business entities to improve financing of infrastructure facilities. The article highlights the interpretation of the concept of «corporate social responsibility» by Ukrainian and foreign scholars, which made it possible to formulate the author's own interpretation of this concept as a commitment by business to address environmental and social problems of public authorities or local self-government on a voluntary basis. The article generalizes conceptual approaches to disclosing the content of the above definition, in particular, from the standpoint of instrumental, political, integrative, ethical and stakeholder approaches. It is found that the instrumental approach considers corporate social responsibility as a means of making a profit by an enterprise. The political approach is based on the allocation of corporate citizenship and corporate constitutionalism. The integrative approach considers the need to include social needs in the circle of business interests. The ethical approach focuses on ethical issues that affect the relationship between business and the state and society. According to the stakeholder approach, the main goal of an entrepreneur – profit maximization – cannot be fully achieved without taking into account the interests of stakeholders. The article presents the main components of corporate social responsibility implementation, which include values, principles, forms, methods and evaluation of the results obtained. The author identifies the priority areas of cooperation between the state and business, in particular those that meet the needs of society for quality educational, health and cultural services, high-tech environmentally friendly products, and the creation of new jobs. It is argued that in the context of a constant shortage of budget funds, the synergy of cooperation with business will contribute to the welfare of the population, improve the environment and create favorable conditions for the development of entrepreneurship.

ПЕРСПЕКТИВИ РОЗВИТКУ ТА ПРОБЛЕМИ ВІДНОВЛЕННЯ ЛЮДСЬКОГО КАПІТАЛУ В УМОВАХ ВОЄННОГО ЧАСУ

The article examines the perspective of development and the problems of restoring human capital in the conditions of full-scale military aggression of the Russian Federation against Ukraine. Quantitative and qualitative indicators of the development of human capital during the pre-war period are analyzed; attention is focused on the losses and gains of human capital in the conditions of martial law. The main direct losses of Ukraine’s human capital are singled out, including: mass emigration of citizens abroad and internal migration, irreparable losses among the civilian population, forced deportation, and the death of military personnel. Indirect losses are indicated, among which the impossibility of fully using intellectual and creative potential, the destruction of educational infrastructure, the imposition of a foreign language and cultural values, the temporary suspension of the educational process, as a result, the deterioration of the quality of educational services. The main strategic measures for the development and restoration of the human capital of Ukraine in wartime and postwar conditions are proposed. The main strategic measures for the restoration of human capital include the reconstruction of destroyed housing and critical infrastructure, which must take place on a fundamentally new basis. Such reconstruction should focus not on installing broken windows, but on building so-called "smart" cities. The next measure should be the creation of programs for starting and stimulating the development of entrepreneurial activity and self-employment of the population, which is the main prerequisite for creating an environment in the country to which it is worth returning. An important addition to the measures mentioned above is the development and implementation of state programs for psychological support of families separated because of the war. This situation causes a breakdown in family relations, which can be exacerbated by increasing economic instability. It is precisely because of these circumstances that it is expedient for the state to create and implement social programs aimed at the psychological rehabilitation of family reunification.

Development strategy of a general secondary education institution as a guarantee of a quality educational environment

The article talks about the importance of strategic planning of the general secondary education institution for the successful completion of all stages of the development of the educational institution and its effective institutional audit. The feasibility of using the application of SWOT analysis during the collective discussion of operational goals, considering the challenges and risks that cause both the progress and the decline of general secondary education, is investigated. The authors emphasize the need to introduce innovative technologies, as well as technologies of interactive learning at the level of elementary, basic (primary) and specialized schools. Attention is focused on the advantages of introducing formative assessment into the educational process of PPE, because it is precisely in today's crisis conditions that students need an individual approach at all stages of acquiring the necessary competencies and "soft skills". The peculiarities of the educational environment are characterized, in which partnership interaction between the school, parents and children is built, as a guarantee of providing and receiving quality educational services by all participants of the educational process It was determined that the purpose of this article is to research and characterize the features of strategic planning as a guarantee of a high-quality educational environment of a general secondary education institution. The task is to determine the challenges and risks that cause the progress and decline of general secondary education, as well as factors for improving the quality of education in an educational institution.It was concluded that changes are an inevitable condition for everyone's transformations in the conditions of war and at the same time they are a great challenge for all of us and a vital, fundamental need for the future of Ukraine. Emphasis is placed on the uniqueness of each individual, because this is the key direction of change. The end result should be a quality educational environment that will increase the potential of each teacher, assistant, learner and each of their parents at various stages of partnership interaction to be flexible and responsive to changes and innovations in education.

Exploring Sustainable Public Transport System for the Provision of Quality Education Services in Public Universities: A Situational Analysis

This study was conducted to explore the experience of university community regarding the use of available public transport in public universities in Tanzania. The study intended to explore the common transport systems used within the public universities; the risks and challenges of using the available transport systems in execution of day-to-day core functions of the university; and lastly, the effective and efficient transport systems in promoting the teaching and learning process in public universities. A cross-sectional survey design with mixed research approaches was employed. Probability and non-probability sampling techniques were used to get a total sample of 125 respondents from public universities in Tanzania. Data were collected by using self-administered semi-structured questionnaires and in-depth interview. The findings revealed that common transport systems used within the campuses included motorcycle hire, commuter buses, walking, bicycle hire, private bicycle, private motorcycle, university buses, bajaji (rickshaws) hire, and taxi cabs. Moreover, the study revealed that the risks and challenges of using the current transport system within the university campuses included time consuming, costly, and getting late to classes, accident, tiredness, and theft. Furthermore, the study revealed that the effective and efficient transport system within university campuses included the commuter buses, motorcycle hire, private motorcycle, walking, and private cars. The study recommends establishing an internal transportation pool which will be able to offer sustainable, reliable, effective and efficient transportation means within the university. Understanding the campus impediments may help universities design more attractive and useful transport facilities. The current study will inform the university management about the need to promote bicycling and walking which are ecological friendly; improve social interactions; as well as spur physical well-being among the students, staff and university community.

PROFESSIONAL EDUCATION OF EDUCATIONAL LEADERS: THE EXPERIENCE OF UTRECHT UNIVERSITY (THE NETHERLANDS)

The problem of developing managerial leadership potential for higher education, which acts as a direct catalyst for the organization of quality educational services in Ukraine and increasing the competitiveness of national higher education institutions, remains a priority at the stage of Ukraine's integration into the European Union. The article first examines the issue of professional training of educational leaders and managers in the field of higher education on the example of Utrecht University (the Kingdom of the Netherlands). Taking into account the review of previous studies carried out in the national space, as well as the study of relevant continental European sources, the data on the Dutch higher education system are updated. Based on the analysis of specialized legislation in the field of higher education and relevant institutional acts, the approaches to master's training in the Netherlands are characterized, the key among which is interdisciplinary. It is found that master's programmes are offered at research universities and universities of applied sciences; their duration varies from 1 to 4 years and ranges from 60 to 240 ECTS credits. It has been found that the undisputed trend in master's training is the uniqueness of educational programmes that correspond to the mission and vision of universities. It is established that among the offers on the market of educational services that further offer professional activities in the field of higher education management, there are master's degree programmes in pedagogy, management, art, administration and management, sociology, psychology, etc. The profiles of educational programmes of the University of Utrecht, in particular, specialties with a diverse academic load, which offer graduates after successful graduation positions in the Government of the Netherlands, sectors dealing with education, the Dutch Education Inspectorate, non-governmental educational organizations, as developers and reformers of educational policies, are considered.

ВПЛИВ АСОРТИМЕНТУ ОСВІТНІХ ОНЛАЙН-ПЛАТФОРМ НА ПОВЕДІНКУ СПОЖИВАЧА

Changes in the conditions of activities in the educational market in Ukraine, particularly the analysis of the assortment and demand for educational services, are the focus of this article. It was revealed that the range of educational services actually did not become an object of scientific research in the domestic discourse from the standpoint of modern marketing. The aim of the research was to identify key aspects of the course assortment offered by various educational platforms and to determine the main trends in demand among the target audience. Comparative analysis methods were employed, evaluating the quantity of free and paid courses on popular platforms such as Prometheus, VUM online, EdEra, Diya.Osvita, Projector, and others. Special attention was given to the number of marketing courses as an important indicator of the popularity of this specialisation. The analysis results indicate a diversity in the assortment of courses, where each educational platform has its own strategy regarding the type and ratio of free and paid courses, as well as specialisation features. The statistical analysis of the popularity of different directions in online education in Ukraine provides an objective picture of the most demanded areas, such as distance language learning, academic preparation, and professional development. It is substantiated that the strategies of assortment management and the provision of various, high-quality educational services are key to further development and increasing the competitiveness of educational platforms in Ukraine. The study identifies directions for the development of educational platforms to diversify the assortment, taking into account demand and user specificity. It emphasizes the need to actively monitor trends and provide quality educational services to meet the diverse needs of the target audience in the rapidly changing online environment.

THE QUALITY OF EDUCATIONAL SERVICES ASSESSING ALGORITHM FROM A COMPETITIVE STANDPOINT

The article is devoted to the problem of studying approaches to assessing the quality of educational services and the components of the competitiveness of an educational institution in the context of changing societal requirements for the educational process. Based on the theoretical analysis of the categories “quality of educational services” and “competitiveness of a university,” a comprehensive conceptual approach to assessing the quality of educational services from the perspective of assessing the competitiveness of a university is proposed, which distinguishes the micro-level, meso-level and macro-level. For each of them, goals, objectives, principles and criteria for managing the development of the quality of educational services are proposed and formulated. The results of a study conducted among students regarding attitudes towards the quality of educational services provided can be used in the development of programs to improve the quality of educational services as part of the university’s competitiveness strategy. It was revealed that the majority of students are generally satisfied with both the process of receiving educational services and the result of developing professional competencies, which meets the requirements of the competency-based approach. The developed sequence of the process of assessing the quality of educational services, consisting of defining goals, principles, types, assessment indicators, conducting an assessment and analyzing the results obtained, is the basis of a generalized algorithm for assessing the quality of a university's educational services.

Contribution of Education Service Quality, School Image, School Culture and Education Costs to Students' Decisions to Continue Education to Private High Schools in Buleleng District.

This study aims to 1) find out how much the quality of education services contributes to students' decisions to continue their education to private high schools in the Buleleng sub-district, 2) find out how much the school's image contributes to students' decisions to continue their education to private high schools in the Buleleng sub-district, 3) find out how the large contribution of school culture to students' decisions to continue their education to private high schools in the Buleleng sub-district, 4) find out how much the contribution of education costs to students' decisions to continue their education to private high schools in the Buleleng sub-district, 5) find out how the quality of education services, school image, school culture contributes, and the cost of education on students' decisions to continue their education to private high schools in the Buleleng sub-district. In this regard, the study was designed as a quantitative study using a sample of 73 people from a population of 731 private high school students. Sampling members using proportionate stratified random sampling technique. The independent variables in this study are the quality of education services, school image, school culture and education costs. While the dependent variable is the student's decision. Data was collected using the questionnaire method which was then analyzed using multiple linear regression analysis. The results showed that: (1) there was a significant contribution to the quality of education services to student decisions by 34.6%, (2) there was a significant contribution to school image to student decisions by -12.97%, (3) there was a significant contribution to culture schools to student decisions by 47,9%, (4) there is a significant contribution of education costs to student decisions by 30% and (5) there is a significant contribution simultaneously between the quality of education services, school image, school culture and education costs on student decision making by 81.2% and the remaining 18.8% is explained by other variables outside the research.

외국인 유학생의 한국어 말하기 교육서비스 품질이 학습지속의향에 미치는 영향

Objectives The purpose of this study is to examine the structural relationship between the factors of the education service quality for the provision of high-quality educational services to foreign students studying in South Korea, which were, respectively, self-direction and the intention to continue learning, to help the understanding of the personal characteristics of foreign learners and provide implications for the improvement of education services.&#x0D; Methods For this purpose, 378 Korean language learners studying Korean speaking as a foreign language in a college located in South Korea were surveyed, and the data were analyzed using SPSS 26.0 and AMOS 26.0 programs.&#x0D; Results First, of the quality factors of Korean speaking education for foreign students, trust, responsiveness, certainty, and empathy were confirmed to have a significant and positive impact on self-direction. Second, of the quality factors of Korean speaking education for foreign students, trust, responsiveness, certainty, and empathy significantly and positively impacted the intention to continue learning. Third, the self-direction on Korean speaking education for foreign students was found to positively and significantly impact the intention to continue learning. Fourth, as for the mediating effect of self-direction in the relationship between the quality of Korean speaking education and the intention to continue learning, it was shown that self-direction had a significant mediating effect only in the relationship between the quality of education service, namely trust, responsiveness, certainty, and empathy, and the intention to continue learning.&#x0D; Conclusions The universities that provide Korean language programs to foreign students should implement various systems to enhance self-direction among learners.&#x0D;

Perception of College Service Quality, Social Support, and Self Regulation as Predictor of College Student Subjective Well Being

Subjective well-being is an indicator of mental health that plays an essential role in college students because it significantly predicts academic achievement and dropout rates. This study aimed to determine the effect of perceptions on the quality of higher education services, social support, and self-regulation on college students' subjective well-being. The sample in this study was 325 college students from various universities in Indonesia. The data in this study were obtained through the College Student Subjective Well-Being Questionnaire, the Higher Education Performance Scale, the Multidimensional Scale of Perceived Social Support, and the Self Regulation Questionnaire to measure variables in this study. The collected data were then analyzed using multiple linear regression. This study showed that student perceptions of college service quality, social support, and self-regulation significantly influence college students' subjective well-being. Student perceptions of the college service quality were the main predictor of college students' subjective well-being. The implication of this research was that to improve the subjective well-being of college students, a comprehensive approach is needed that includes quality services from universities, social support, and good self-regulation skills in students.

지방대학교육서비스품질이 대학적응과 진로결정자기효능감에 미치는 영향

The purpose of this study is to empirically verify the relationship between the effect of local university education service quality on university adjustment and career decision self-efficacy. Based on previous studies, the factors of faculty, educational facilities, educational programs, and administrative support were classified to measure the quality of university education services, and university adaptation and career decision self-efficacy were divided into single items to verify the influence relationship of each. As a result of the test, 280 college students of H University, Gangwon-do, confirmed the positive (+) effect of educational programs and administrative support, which are subfactors of university education service quality, on university adaptation, and revealed that university adaptation had a positive (+) effect on career decision self-efficacy. The significance of this study is to suggest a viable strategy for university education service quality that is conducive to university adaptation and the achievement of students' desired career goals.

Kualitas Pelayanan Akademik terhadap Kepuasaan dan Loyalitas Mahasiswa

The relationship between the quality of services provided by higher education institutions and consumer satisfaction is very close. This quality can motivate students to form a strong bond with the university and build loyalty towards it. The purpose of this research is to examine the influence of service quality on student satisfaction and loyalty. The subjects of this study are graduate students in the Islamic Education Management Department at UIN Sunan Gunung Djati Bandung. A quantitative method is employed in this research with a sample size of 76 individuals determined through the Slovin formula and purposive sampling method. The results of the study indicate that service quality significantly affects student satisfaction (Y1). Service quality, as the X variable, also significantly influences student loyalty (Y2). Further understanding of the positive correlation between service quality and student loyalty can assist universities in designing student retention programs and building a committed community on campus. These implications support efforts to enhance the quality of higher education services and establish a sustainable relationship between universities and students.