Service Quality In Higher Education Research Articles

Optimizing Administrative Efficiency and Student engagement in Education: The Impact of AI

Abstract : This whitepaper explores how Artificial Intelligence (AI) systems can optimize administrative efficiency within educational institutions. It addresses the growing complexities of managing large student populations, ensuring regulatory compliance, and providing high-quality educational services. The paper delves into AI-driven solutions for automating routine tasks, enhancing data management, and improving decision-making processes. Additionally, it highlights the benefits of AI in reducing administrative burdens, increasing operational efficiency, and fostering a more responsive educational environment. The paper also provides real-world examples of successful AI implementations in educational settings, showcasing the transformative potential of these technologies.

Service quality in higher education: A literature review

In a time where the student experience increasingly mirrors a customer-centric approach, universities are tasked with fulfilling the role of comprehensive educational service providers. This paper presents a comprehensive literature review on service quality in higher education, focusing on various generic and industry-specific scales. The primary objective of this article is to analyse and compare prominent measurement scales such as SERVQUAL, SERVPERF, HEdPERF, UnivQual, and HiEduQual. Each scale is defined according to its original literature and provides a foundational understanding of their respective constructs and factors. To achieve a nuanced comparison, the paper examines these scales based on the number of factors extracted from studies and their characteristics. The analysis reveals a great diversity and specificity of factors in measuring service quality across different higher education contexts. Beyond that, the paper analyses a database of 45 selected peer-reviewed articles to understand the practical application of service quality scales in empirical research. This examination considers multiple dimensions such as the country of focus, the statistical procedures employed, and the research methods. These dimensions offer a rich comparative insight into the trends in service quality research within higher education. Additionally, the study delves into the number and names of factors identified in each article, mapping them against the established scales to uncover patterns and deviations in empirical findings. A notable aspect of the review is the exploration of gender differences in service quality perceptions, a critical yet often underexplored area. This gender-based analysis provides valuable insights into how male and female students may perceive service quality differently, thereby informing more nuanced and inclusive service quality enhancement strategies. The findings of this paper underscore the multifaceted nature of service quality in higher education and the importance of context-specific scales. By comparing different measurement approaches and analysing a broad spectrum of empirical studies, this review contributes to a deeper understanding of how service quality is conceptualised and measured in higher education. It also offers practical implications for researchers and practitioners aiming to enhance service quality and align it more closely with student expectations and experiences.

Spatial clusters for demand and supply of early childhood education and care services in Italy

In recent years, concern has increased about affordable and high-quality early childhood education and care (ECEC) services. Such services can help balance work and family life, increase workforce participation, promote gender equality, and increase fertility rates. ECEC services are then essential, especially for countries facing ultralow fertility rates like Italy. To face these challenges, the Italian government has included an unprecedented investment in the recovery and resilience plan financed with Next Generations EU funds to increase the supply of ECEC services and make them more equitably distributed across the country. However, socio-economic policies need a comprehensive understanding of demand dynamics and the intricate interplay between supply and demand of such services. Therefore, in this article, we propose a novel analysis of the complex combination of supply and demand of Italian ECEC services. We explore patterns of this combination in terms of groups of spatial areas sharing similar structures of service coverage and public expenditure rates in ECEC, as well as other socio-demographic and economic factors such as female employment, education, and grandparent rates. Our empirical findings confirm how Italy is characterized by several distinct territorial models and how some are shared across multiple regions. Current empirical findings suggest a lack of uniform governance across the Italian territory. Policymakers can use these results to plan, discuss, and implement area-specific welfare strategies regarding ECEC services.

Students’ Perceptions on Sustainable Service Quality in Higher Education Using Serviqual Model– A Case of Tanzania Institute of Accountancy Singida Campus

Students’ Perceptions on Sustainable Service Quality in Higher Education Using Serviqual Model– A Case of Tanzania Institute of Accountancy Singida Campus

유보통합 정책을 위한 전문가 사회요구도 조사연구

This study investigated the social demands of experts in setting the policy direction for convergence of Confucianism. The subjects were public and private kindergartens, workers at national and public daycare centers, and academic experts located across the country. The research method was to analyze a total of 2,246 questionnaires from a randomly selected sample. As a result of the study, first, the administrative central ministries that were divided into the Ministry of Education and the Ministry of Health and Welfare were integrated into the Ministry of Education. Second, in the qualifications required for kindergarten and integrated teachers, the current kindergarten teachers and childcare teachers are mixed depending on the type of program, and the university obtains teacher qualifications. An opinion was presented to divide the students into levels according to their educational background. Third, among the stakeholders who benefited from the consolidation of kindergartens, parents appeared to be the most likely. Fourth, the response was that the integration of kindergartens should be preceded by the integration of the administrative organization of central government agencies. Fifth, as a result of analyzing the names and operation directions of infants and toddlers according to the integration of kindergartens, the method of separating children by age during the integration of kindergartens It was said that children aged 3 to 5 were separated. Sixth, opinions on the name of the integrated kindergarten were answered in the following order: infant school, children's school, and play school. The conclusion of the study is that in order to promote kindergarten integration, it is necessary to provide high-quality education and childcare services that make infants and toddlers happy by considering the opinions of various stakeholders.

Implementasi Metode Quality Function Deployment (QFD) Untuk Merancang Peningkatan Kualitas Pelayanan Pendidikan di Politeknik ‘Aisyiyah Pontianak

In order to improve the quality of higher education services at Politeknik 'Aisyiyah Pontianak, an action plan was developed to close the quality gap between perceived expectations and expectations expected by students, as well as the characteristics of higher education service quality desired by students as service users. The Quality Function Deployment (QFD) model is the method used in this study to determine service attributes using the Servqual model. Three general information regarding students' desires, satisfaction, and expectations of service attributes were included in the distributed questionnaires. In conclusion, from the data processing of twenty educational service quality attributes, there are six attributes that have gaps in educational service quality. These gaps are fast online and offline academic services, easy access to information related to academics, fast and accurate acquisition of academic information, adequate library facilities (the number of collections in the library), adequate Internet facilities (ease of access, browsing speed), complete and adequate laboratory facilities. The action plan for quality improvement is (1) Improving the Academic Service System, (2) Providing a special portal for access to academic information, (3) Improving Academic Information System Services, (4) Improving Library Facilities by adding amount book collections, e-books, e-journals etc., (5) Improving Internet Facilities by adding Bandwitch, (6) Improving Laboratory Facilities.

Research on The Reform of University Education and Teaching Mode Driven by Artificial Intelligence

Artificial intelligence is becoming a key force leading the reform of higher education and teaching. This paper systematically analyzes the application demand and development trend of artificial intelligence in college education, discusses the reform direction and realization path of college education and teaching mode driven by artificial intelligence, analyzes the effectiveness and challenges of the reform of education and teaching mode enabled by artificial intelligence, and looks forward to the future development trend. It is found that artificial intelligence can promote the intellectualization of teaching content, the personalization of teaching process, the intellectualization of teaching evaluation, the reshaping of the roles of teachers and students, and the intellectualization of teaching management. However, there are still some challenges in knowledge expression, adaptive learning, learning analysis and acceptance of teachers and students, which need to be solved by specific measures. In the future, artificial intelligence will further enable the reform of college education and teaching mode, and colleges and universities should take the initiative to embrace artificial intelligence, optimize the teaching mode, and provide students with more intelligent and personalized high-quality education services.

Алгоритм моніторингу та перегляду освітніх програм у системі внутрішнього забезпечення якості

The article presents an algorithm for monitoring and periodic review of study programs in the university system for quality assurance in higher education. It is proved that the responsibility for quality assurance in higher education is delegated to the institutional level, where the learning process is directly planned, organized and implemented. The procedures and order of monitoring, periodic review and updating of study programs at five organizational levels of the internal quality assurance system (IQAS) are characterized. It was determined that information about stakeholders' satisfaction of the quality of training and their recommendations for further improvement of study programs is collected at the first level of the IQAS. The second level of IQAS (department) is responsible for monitoring the study programs and periodic review based on changes in the legislative framework, taking into account the best pedagogical education of Ukrainian and foreign universities, the results of stakeholder surveys, etc. Responsible persons of the third level of IQAS (faculty) control the deadlines, the process of preparation and completion of procedures for external quality assurance in higher education, periodic review of study programs, curricula, programs of subjects for their compliance with higher education standards, urgent requirements of the labor market, educational needs and the interests of students. At the fourth level of the IQAS, structural units monitor the content of study programs for compliance with the Licensing Requirements for Educational Activities, the regulatory framework of higher education of Ukraine, and the current regulatory university documents. The fifth level of the IQAS is responsible for monitoring compliance with the requirements of the internal quality assurance system, including the academic integrity system at all organizational levels. It is summarized that compliance with the procedure for monitoring and periodic review of study programs will allow the university to achieve strategic goal of providing high-quality educational services to students based on sustainable cooperation with stakeholders.

Socioeconomic Status and Its Impact on Language Development in Preschool Children in South Sudan

Purpose: The aim of the study was to analyze the socioeconomic status and its impact on language development in preschool children. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: Socioeconomic status significantly influences language development in preschool children, with higher SES linked to better language skills. Disadvantaged backgrounds often correlate with delayed language acquisition and poorer linguistic abilities. Factors like access to resources and parental education impact language outcomes. Unique Contribution to Theory, Practice and Policy: Social interactionist theory, the theory of cultural capital & the ecological systems theory may be used to anchor future studies on socioeconomic status and its impact on language development in preschool children. Provide professional development opportunities for educators and caregivers to enhance their understanding of the impact of socioeconomic factors on language development and equip them with effective strategies for addressing language disparities in diverse preschool settings. Advocate for policies that prioritize equitable access to high-quality early childhood education and childcare services, including targeted funding initiatives aimed at improving resources and staffing ratios in preschools serving low-income communities.

Will AI Become a Threat to Higher Education Sustainability? A Study of Students’ Views

Universities started to use artificial intelligence (AI) tools to improve the quality of higher education services. However, the rapid adoption of AI tools in higher education (HE) may lead to sustainability issues. On the one hand, there are prerequisites for using AI tools to achieve Sustainable Development Goal 4 (SDG 4). On the other hand, as consumers of educational services (stakeholders), students have their own opinions about using AI in the educational process. The purpose of this study was to explore students’ opinions on the use of artificial intelligence tools in higher education. The authors analyzed student responses to the question: “Do you think AI threatens higher education in the next five years?” The authors formulated this question based on the definition of “a safe learning environment”, which is associated with a “safe” learning environment (SDG 4.3). The authors made use of a literature review, a bibliometric analysis of 5000 sources, a survey of 1104 students from eight universities in Eastern Europe through cloud technologies to host a special electronic questionnaire, statistical processing of questionnaires, and testing of statistical hypotheses. The authors formulated and tested two pairs of competing statistical hypotheses. Finally, the authors obtained three new scientific facts based on the respondents’ answers. New scientific facts were obtained using a standard level of statistical hypothesis testing (α = 0.05). The main scientific fact is that 10.17% to 35.42% of students think that Artificial Intelligence threatens higher education. According to student opinions, AI may hurt the sustainability of higher education (SDG 4.3). The authors are confident that new scientific facts help conceptualize and promote didactic theory and practice. The study results are needed to predict, plan, and implement organizational, pedagogical, and methodological measures aimed at SDG 4.3 through a “safe” learning environment while further expanding the use of AI in higher education.

Inclusive Education for a More Egalitarian Society

Special education for persons with disabilities is an integral part of a nation’s education system. However, it is not until after World War II, particularly after the 1970s, that the right to education of children with disabilities garnered widespread attention in the global community. The UN’ agencies released a succession of official papers related to or specialized in this issue, such as the Universal Declaration of Human Rights, Declaration on the Rights of Mentally Retarded Persons, Declaration on the Rights of Disabled Persons, Declaration of the Rights of the Child, Standard Rules on the Equalization of Opportunities for Persons with Disabilities, Framework for Action on Special Needs Education, and Convention on the Rights of Persons with Disabilities. Despite the variations in the context and content between these papers, they share the common conception that every society and its government have the responsibility and obligation to provide high-quality education services for children with disabilities to ensure their right to education and protect them from educational discrimination and exclusion (Li, 2023).

The parents’ internet use and children’s extracurricular tutoring class participation

The educational burden from extracurricular tutoring class has become a pressing social issue in China. This study used data from the China family panel studies (CFPS) in 2014, 2016, and 2018 to empirically analyze the impact of Internet usage on children’s participation in extracurricular tutoring class. There are many factors that influence parents’ decisions to enroll their children in extracurricular tutoring class. These factors include family income status, the level of importance parents place on their children’s education, the marginal returns on educational investment, academic pressure, etc. However, in today’s digitalized society, the widespread use of the internet will also become an important influencing factor in parents’ decisions regarding educational investment. The study finds that, parents by using the Internet significantly increase the probability of enrolling their children in extracurricular tutoring class. Through mechanism regression analysis, it is concluded that internet usage has a positive influence on parents enrolling their children in extracurricular tutoring class by increasing the frequency of social interaction and raising parents’ educational expectations for their children. Based on the empirical results, the following policy suggestions were proposed: 1. Schools should establish a more comprehensive after-school education service system to improve the engagement of students in compulsory education; 2. The government can enhance the accessibility and optimization of educational resources by increasing investment in education, improving the quality of in-school education, and optimizing the management and supervision of extracurricular tutoring class. This ensures that students can access high-quality educational services.

Service Quality and Students’ Satisfaction in Higher Education Institutions: Nepali Students’ Experiences and Perceptions

Service quality in higher education has become a topic of growing interest in recent years. As a competition among higher education institutions around the world has increased, there has been a growing focus on providing high-quality services to students in order to attract and retain them. Thus, it is required to evaluate their satisfaction on the basis of service quality provided by higher education institutions. This study examines students’ satisfaction on service quality of Prithvi Narayan Campus (PNC), Pokhara. Thus, the main objective of the study is to analyse the major influencing factors of non-academic aspects of service quality, to measure the relationship of non-academic aspects of service quality with students’ satisfaction, and to analyse the impact of non-academic aspects on students’ satisfaction on service quality. Using the multi-phase sampling technique, both descriptive and inferential statistic was used to meet the objectives of this study. The overall students’ satisfaction towards the service quality provided by PNC is more than average. The study concludes that there is a low degree of positive correlation between non-academic aspects of service quality and students’ satisfaction. For non-academic aspects of service quality, only extra-curricular activities show a statistically significant impact on students’ satisfaction.

Service quality in higher education: A systematic literature review, 2007–2023

This article complements previous reviews by describing the results of a systematic review of recent research into service quality in higher education, with a methodology developed to minimize the biased effects of selection, publication, and data extraction. The research methodology is based on Web of Science and Scopus, the novel tool Tree of Science, and the analysis of citations based on the h-index. The results present a descriptive and thematic analysis that allows us to visualize the complexity of the findings, present the most relevant trends in research into service quality in higher education, and suggest potential areas for future research.

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.

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

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.