Service Quality In Higher Education 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.

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.

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.

Grado de usabilidad de plataformas e-learning a través delmétodo de evaluación heurística en estudiantes de universidad pública de Trujillo 2021-2022

The National University of Trujillo offers high quality educational services in its various programmes; due to the health crisis, the institution underwent a major change in the mode of delivery of classes, which became from face-to-face to virtual. This change forced the university population to make use of technological tools such as virtual platforms, but the process of adaptation was very difficult for everyone. Barriers such as the lack of previous culture and the complex manipulation of these systems prevented many students from continuing their studies. In order to address this problem, a study was carried out to determine the degrees of usability of virtual platforms through a heuristic evaluation method with the aim of identifying attributes that could be improved with the support of experts. In order to achieve this, the components that make the correct and simple use of these platforms possible were determined, where the student has the possibility of developing their subjects and being able to understand the use of the platform, which has intuitive characteristics. This research concluded with the evaluation of the grades for each component giving as a result a very significant level in the use of the virtual classroom E-learning.

Spatial Distribution and Accessibility Analysis of Primary School Facilities in Mega Cities: A Case Study of Chengdu

High-quality and equitable primary education services promote the building of a harmonious socialist society and are an important basis for improving people’s quality of life and promoting high-quality and sustainable regional development. Here, we take Chengdu City as a test area, integrate data from multiple sources, use the random forest model to simulate the distribution data of primary school-age children in Chengdu City in 2020, and use the kernel density estimation method and the multi-traffic mode two-stage floating catchment area method to measure the spatial distribution characteristics and accessibility of primary school educational facilities in Chengdu City and combine the imbalance index and spatial autocorrelation analysis, examination of the equalization of the distribution of primary school educational facilities, and the correlation between school-age population and accessibility. The results show that in the past decade, the population of Chengdu has grown rapidly, and the number of primary school-age children has also been increasing. The overall distribution of primary school-age children in Chengdu presents a decentralized pattern of “one point with multiple cores”, with the population decreasing from the center to the periphery, and the population distribution dominates the spatial distribution of primary school facilities, which also highlights the imbalance in the construction of primary school facilities to some extent (S = 0.257), which was mainly manifested by the fact that the central-eastern part of the city has more primary school facilities, while the western part has fewer. In addition, the results of both accessibility and autocorrelation analyses show that the overall accessibility of the central circle of Chengdu was high, while the accessibility of the second and third circles was at a lower level and below, with very obvious cross-regional and cross-circle differences. This study can not only provide more accurate recommendations for the allocation of educational facilities but also serve as a reference for evaluating the spatial equity of other public services in the city.

Investigating the Relationship Between Service Quality and Student Intention Behavior in Higher Education Service Experience

This study aims to investigate the relationship between service quality and student intention behaviour in Higher Education Institutions. This research used a correlational method with a quantitative approach. The online questionnaire was distributed to 110 State University of Surabaya students following the cluster random sampling. In this research, data gathered was analyzed using the Pearson Product Moment correlation analysis. The results showed a significant positive correlation between higher education service quality and student intention behavior. The better service quality provided linier withlinearnt intention behavior fobehaviourending and their intention to loyal in in the institutton. This study's findings remind us to improve the quality dimension as a key factor in attracting and retaining students to student education Institutions. 

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.

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.

A mHealth application for the training of caregivers of children with developmental disorders in South Africa: rationale and initial piloting.

Evidence-based mobile health (mHealth) interventions have been successful for an array of physical and mental health conditions. Children with developmental disorders (DD) often have secondary speech and language disorders. The lack of high-quality medical and educational services in low- and middle-income countries limits the opportunities for children with DD to succeed in life. South Africa currently offers limited access to education, social, and health services. Twelve caregivers of twelve children with DD between the ages of 3 and 6 years who already received monthly early childhood therapy participated in this study. A mHealth app, called Nna'Le'wena, a Setswana phrase meaning "Me and You", was designed, developed, installed, and tested on tablets. The app provided a systematic framework and guidance to the caregivers in order to use evidence-based communication interaction strategies with the children over a twelve-week period. The app could be used offline and provided audio instructions in English and Setswana, two dominant languages in South Africa. The app automatically generated log files and collected answers to weekly surveys. At the end of the study, caregivers were asked to evaluate the app by using relevant portions of the Mobile App Rating Scale (MARS). Caregivers were able to successfully interact and use the app. The app was well-received and liked by the caregivers. Caregivers listened to the instructional audios in English and Setswana during the 12-week period. They were able to provide communication opportunities to their children during daily living activities, especially during play- and mealtime activities. The Nna'Le'wena app was successfully deployed and used by caregivers of children with DD. mHealth solutions can be effective and are relatively affordable solutions that can enhance health care and educational delivery in different settings, including in low-and middle-income countries with limited Internet capabilities.

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.

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.

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.
 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.
 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.
 Conclusions The universities that provide Korean language programs to foreign students should implement various systems to enhance self-direction among learners.

A Multi-Criteria Decision Making Approach for Evaluating Service Quality in Higher Education

The quality of the services provided strongly impacts the university's reputation, enrollment, and student happiness. This paper offers a thorough technique that integrates political, economic, social, technical, and environmental issues to assess the quality of university services. This study proposes a decision-making model for evaluating service quality in higher education. Various criteria are related to this evaluation, so the multi-criteria decision-making (MCDM) methodology deals with these criteria. The preference ranking organization (PROMETHEE) method is used as an MCDM methodology to rank the alternatives. The criteria weights are computed based on the average method. The results show the environment is of the utmost importance. The sensitivity analysis checks the rank of alternatives. There are 12 cases proposed for criteria weights. The comparative analysis is made using other MCDM methods such as TOPSIS, VIKOR, EDAS, and MABAC. The results show the rank is stable in different cases, and the proposed method is effective compared with other MCDM methods.

DEVELOPING A MEASUREMENT SCALE FOR PERCEIVED SERVICE QUALITY IN HIGHER EDUCATION: AN EMPIRICAL STUDY

Education plays a pivotal role in the peace and economic growth of the nation. Consequently, it is essential to provide every student with a high-quality education. A person’s life is significantly impacted by the level of education. As a result, students are highly concerned about the quality of education especially when selecting a higher educational institute. The purpose of the study is to develop a measurement scale to evaluate the service quality provided by higher education. The study applied a positivism research philosophy by adopting a deductive research approach. The quantitative research method was applied, and data were collected through a questionnaire from 225 respondents who are pursuing a Higher National Diploma in Management (HNDM) and Business Administration (HNDBA) courses in SLIATE, ATI - Dehiwala. A stratified random sampling technique was adopted to select the respondents from each course. The researcher applied the SERVQUAL model using its five dimensions tangibility, reliability, responsiveness, assurance, and empathy to evaluate the level of service quality in higher education. Cronbach Alpha was used to measure the reliability and the value of 0.816 indicates that the questionnaire used to gather data on the service quality construct is highly reliable. Based on the result, composite reliability (CR) values for all constructs are above 0.70 and the AVE values are within 0.523 and 0.935 which confirmed the internal consistency in scale items. The validity of the measurements was performed through convergent and discriminant validity using the Fornell and Larcker (1981) test. The finding of the test shows that the average variance extracted (AVE) value of all the constructs is higher than 0.5 and the AVE square root in the diagonal was greater than the squared correlation with other constructs in off-diagonal which confirmed convergent and discriminant validity. Initially, 20 items were developed using five dimensions of the SERVQUAL model. After conducting the test, 20 items were reduced to 14 items, and 6 items that didn’t meet the necessary criteria were removed. Finally, a new scale was developed to measure the service quality with 5 dimensions responsiveness, reliability, tangible, assurance, and empathy for higher education.

Perceptions of Higher Education Service Quality Have a Significant Influence on Predictors of Student Subjective Well-Being

Subjective well-being is an important mental health indicator to study in students because it significantly predicts academic achievement and college dropout rates. This research aims to determine the influence of perceptions of the quality of higher education services, social support, and self-regulation on students' subjective well-being. The sample in this study was 325 students from various universities in Indonesia. The data in this research was obtained through the Student Subjective Well-Being questionnaire, the Higher Education Performance scale, the Multidimensional Scale of Perceived Social Support, and the Self-Regulation Questionnaire to measure the variables in this research. The collected data was then analyzed using linear multiple regression. The results of this study indicate that students' perceptions of the quality of higher education services, social support, and self-regulation significantly affect students' subjective well-being. Student perceptions of the quality of higher education services were established as the main predictor of students' subjective well-being. The results of this research imply that to improve students' subjective well-being, an approach is needed that includes quality services from the university, social support, and good self-regulation skills for students.

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

PurposeThis study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.Design/methodology/approachIt applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.FindingsThe results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality.Research limitations/implicationsThe current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context.Practical implicationsThe results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions.Originality/valueThe results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.

Effectiveness Of E-Learning To Student Learning Satisfaction: A Literature Review

Introduction: E-learning is acquiring knowledge and skills using the Internet, offering learners a versatile and individualized medium for education. It is a novel method of providing high-quality educational services to students through electronic means to enhance their knowledge, abilities, and consistency. Higher education institutions globally are increasingly using several forms of e-learning. Conversely, through engagement, e-learning has secured the improvement of learning abilities, knowledge, and excellence. Material and Methods: This study constitutes a comprehensive examination of the current body of literature. The subject matter, comprising publications published between 2018 and 2023, was selected from various internet sources, such as Science Direct, PubMed, and Google Scholar. We employed the PRISMA methodology to analyze the literature review systematically. Results: Following a comprehensive evaluation of 14 suitable papers, only 10 of the 183 articles chosen for analysis could be analyzed. Evidence suggests that e-learning can facilitate a fresh comprehension of the essential aspects of effective learning methodologies. Conclusion: According to the literature research findings, it was discovered that the e-learning model affects learning satisfaction, which is simultaneous with its influence. The level of contentment that students have with the outcomes of their e-learning experiences can be a primary measure of the quality of education provided in higher education.

The influence of ethical leadership on teaching performance in public higher learning institutions

Employee performance is often problematic in the competition of organizations in a globalization and industrialization era. The purpose of this research is to investigate how ethical leadership influences teaching effectiveness in Tanzania's Public Higher Learning Institutions. The study focuses on how academic staff teaching performance is affected by role clarification and integrity. The study's target population includes 4,863 academic staff members at public HLIs in Tanzania, and 350 respondents were chosen from this group using a stratified simple random selection technique. Employees at public HLIs are bound to an ethical code of conduct and ethical values, and they are required to perform better so that the entire community can obtain high-quality educational services. Employee performance, on the other hand, is mediocre. A lack of required resources, inadequate leadership, low employee motivation, role ambiguity, and a lack of ethical guidance cause unsatisfactory performance; nevertheless, it is uncertain how much ethical leadership influences employee performance in teaching. The information was acquired by a self-administered questionnaire with closed-ended questions, and it was statistically examined through regression analysis. The findings show that role clarification and integrity have a positive impact on employees' performance in teaching in HLIs. HLI's leadership should take the lead in fostering ethical leadership among its employees by complying with laws and regulations (ethics codes).

Considerations for Remote and Hybrid Service Delivery for Students With Visual Impairments

The Individuals with Disabilities Education Act (IDEA) mandates high-quality special education services for U.S. students with visual impairments (VI) in their least restrictive environment. Due to shortages of teachers of students with visual impairments (TVIs) and other resources, however, many students with VI, especially those in rural or remote areas, receive limited Individualized Education Program (IEP) services from TVIs and may not consistently receive appropriately adapted materials for accessing the class content in a timely manner. One possible solution is hybrid service modality, consisting of in-person and remote instruction. This article discusses considerations for conducting high-quality hybrid services and practical strategies that TVIs can implement during the preparation and instruction of students with VI.

INFORMATION TECHNOLOGY OF FORMING THE EDUCATIONAL NETWORK OF THE TERRITORIAL COMMUNITY

Context. Local government organizations have significant decision-making power in the field of education. This requires the development of understandable tools that help form a network of educational institutions that provide high-quality educational services. The object of the study was the process of forming an educational network (ENW) of the community in the implementation of territorial development projects as part of the reform of local self-government.
 Objective. The goal of the work is to increase objectivity of decisions made in the formation of the ENW territorial community, summarizing demographic, infrastructural, personnel, economic factors when choosing the location of ENW facilities.
 Method. The study of the classical placement problem and its further adaptation to real problems arising from the implementation of the education reform made it possible to represent ENW territorial communities as a set of independent complete bipartite graphs. In this case, to solve the problem of choosing the location of an educational institution on the network, an information technology (IT) was developed to form an ENW territorial community. Based on the adapted p-median model and methods of geospatial analysis, generalizing the requirements of the current legislation, a set of input and output parameters of IT and a set of its operations are formed. The representation of the IT structure in the form of an IDEF0-model clearly explains how a combination of various factors is processed and generalized when making decisions while creating ENW and looking for ways to improve it.
 Results. The developed IT was investigated in solving the problem of forming a network of lyceums in the Kharkiv region using geospatial information, open statistical data and data on lyceums. The proposed accommodation options make it possible to achieve a general level of accessibility of specialized secondary education of almost 94%. IT has additional tools for solving the problems of transporting students to the place of study and home.
 Conclusions. The experiments carried out confirmed the operability of the proposed IT. The generalization of the results obtained makes it possible to recommend it for practical use in solving the problems of analyzing the current state of ENW, finding ways to improve it and possible directions for development, as well as evaluating solutions related to the spatial planning of ENW.