Higher Education Services Research Articles

Export of Russian Higher Education Services: Tools and Current Results

The research aim is to analyze how the tools for promoting export of Russian higher education as a service have changed (if they have) and identify the results of their application. The study is based on the analysis of Russian official and departmental documents regulating educational export, as well as statistical data on Russian higher education system. Literature analysis indicates growing research interest in educational export, but there is no common methodology for assessing its effectiveness. Using indicators elaborated by researchers and analysts, authors try to classify the specific instruments for higher education export and access their results at the country level and the National Research Tomsk State University (TSU). It is concluded that Russia uses three groups of tools to promote higher education export to generate income, attract talents and improve the living conditions of students. The effectiveness of these tools is relative due to external circumstances (COVID-2019 pandemic, the sanctions regime against Russia) and the higher education system itself, for which the interpretation of education as a service is relatively new. The case of TSU shows that provincial universities mainly educate students from the CIS countries, and they were able to relatively quickly reorient their activities. At the same time, Russia faces increased competition with other countries in the CIS, and the high cost of education export instruments (the creation of branches, joint educational programs) forces them to make additional efforts to recruit students even at traditional directions of education export.

Chatbots Implementation for Students Admision

The growing need for accessible and responsive information services in higher education has highlighted limitations in traditional admission support systems. This study aims to enhance the new student admission process at Universitas Stikubank through the development and implementation of a chatbot based on the RASA framework. The chatbot addresses several key issues: limited availability of staff, the necessity for 24/7 access to information, and the demand for immediate responses to prospective students’ queries. By simulating human interactions, the chatbot provides real-time, accurate information about university programs, admission requirements, campus facilities, and more. The development process involved data collection through interviews, observations, and literature review, followed by a structured methodology for conversation modeling and system design. Testing results indicate that the chatbot effectively supports the admission process, reducing administrative workload and enhancing the applicant experience by offering uninterrupted service. This study demonstrates the potential of chatbot technology to streamline administrative processes and improve service quality in the educational sector, particularly in university admissions.

Effect of institute and LMS service quality on HEI Brand Equity: an empirical investigation

Purpose The purpose of this paper is to examine the education service quality factors, for online education context, that drive the brand equity of a higher education institute. In the times of emerging online education programmes by otherwise traditional institutes, assessing the service quality of educational institutions and its effect on the institute’s brand represents an extant research gap. Design/methodology/approach This study addresses the gap by empirically measuring higher education institution (HEI) service quality and explores its impact on student engagement, satisfaction and brand equity. This research analyses structured data from 250 students, through partial least squares-based structural equation modelling, to test the proposed hypotheses. Findings Within the overall service quality of an HEI, all components of institutional service quality are found to affect student engagement strongly; however, only some dimensions of learning management system service quality do. Student engagement is found to positively impact student satisfaction which, in turn, strongly affects all elements of HEI brand equity. Originality/value This study adds value to the extant research in higher education service quality by adding a layer of online platform service quality and offers actionable insights for HEI administrators.

Rancang Bangun Sistem Administrasi Tata Usaha Barang Milik Negara Di Lembaga Layanan Pendidikan Tinggi Wilayah Iii Jakarta Berbasis Website

Current information technology shows rapid growth and requires devices such as computers orapplications to manage data and information to ensure efficient data processing. Informationsystems are crucial in operating institutional activities such as operational control, strategicplanning, and performing other managerial functions (Zulkarnain et al., 2020). The HigherEducation Service Institution Region III is a government agency in Jakarta aimed at improvinghigher education standards under the Ministry of Education, Culture, Research, and Technology.The State-Owned Goods Administration is a department or work group within the HigherEducation Service Institution Region III Jakarta that is fully responsible for all operationalactivities within the Higher Education Service Institution Region III. Operational activities in theState-Owned Goods Administration of the Higher Education Service Institution Region IIIJakarta are still carried out manually without an application system to record all operationalactivities. Currently, the State-Owned Goods Administration of the Higher Education ServiceInstitution Region III is striving for digitalization through the SATU project, which involvesdesigning an application to support operational activities. However, the current design has notyet fully met the operational needs of the State-Owned Goods Administration, thus requiring refinement in the form of the design and development of the State-Owned Goods AdministrationSystem for the Higher Education Service Institution Region III Jakarta

Analisis Kepuasan Mutu Pelayanan PMB STISIP Widuri Menggunakan Metode Service Quality (SERVQUAL)

This study examines student satisfaction with the New Student Admission (PMB) services at STISIP Widuri. In the competitive landscape of private higher education institutions (PTS), PMB is vital for attracting prospective students through effective marketing and high-quality services. The research, however, identifies that current levels of student satisfaction with PMB services at STISIP Widuri fall short of expectations. By applying the Service Quality framework, the study evaluates key service dimensions including reliability, responsiveness, and empathy. The results indicate that the services provided do not meet student expectations, leading to notable dissatisfaction. The study seeks to uncover the factors affecting student satisfaction and offers recommendations for enhancing service quality. The outcomes aim to make a significant impact on improving PMB services at STISIP Widuri, benefiting both academic and practical aspects. Ultimately, this research provides a foundation for improving higher education services, especially in the new student admission process. The recommendations are designed to strengthen the connection between the institution and its students, boost loyalty, and encourage positive word-of-mouth. Improving the quality of PMB services is crucial for achieving competitive advantage and enhancing the institution's reputation.

Improving Access to Mental Health Care through a Stepped Care Approach: Preliminary Results from a University Students’ Sample

Introduction: Recently, university counseling services have been faced with an increasing number of students seeking psychological support. However, human resources and time constraints limit the services to respond adequately. Recently, national guidelines for Mental Health Services in Higher Education recommended the stepped care approach to increase efficiency. The present study aimed to explore the implementation of a stepped care model in a Portuguese public university, analyzing students’ sociodemographic and clinical characteristics, and presenting the flow of the stepped care approach and the students’ waiting periods in each step. Methods: An observational study was conducted in the University of Coimbra’s health services between May 2019 and June 2021. Descriptive statistics were performed to describe the sociodemographic and clinical characteristics of the sample, the flow of the stepped care approach, and students’ waiting periods. Results: We enrolled 295 students in the present study. The findings of this study revealed that over 40% had a clinical diagnosis of anxiety or depressive disorders. In terms of students’ flow within the stepped care model, 82% of students sought psychological help through self-referral. Concerning the implementation of the stepped care model, results have shown that most students wait less than a month to access each step. Discussion/Conclusions: Although preliminary, our results suggest that the stepped care model might be a useful service organization, mainly in a community in which accessibility to services and speed of response are particularly important. Most students being self-referred highlight the importance of direct contact between the university community and the health services. Additionally, anxiety and mood disorders were the most prevalent diagnoses in our sample, which also points to the relevance of a stepped care approach, since other studies have highlighted its advantages for this kind of clinical population.

The Analysis of Academic Community Satisfaction with Public Services in The Higher Education Service Institution

<p>The services quality will provide a satisfied perception of the services provided by the government. Public services provided by the government are felt to have not met the expectations of the community, as evidenced by the complaints submitted by the service users. This study aims to analyze the value of the service user satisfaction index on The Higher Education Service Institution (LLDIKTI) Region XI services in an effort to determine and evaluate the dimensions of the service quality. The descriptive quantitative is used as the research method. In this research, the data collection techniques using questionnaires, observation as primary data, and literature study as secondary data. The data analysis technique is guided by Permenpanrb number 14 of 2017. The results, 1) The service user satisfaction index obtained a value of 87.13, which means that the perception of satisfaction with the quality of LLDIKTI Region XI services is considered GOOD. However, it is still below based on the Ministry of Education and Culture's road map targets of 92.0. 2) In the ServQual dimension with indicators of Tangibles (U9), Reliability (U1, U2, U5), Assurance (U6), Empathy (U7), Responsiveness (U3) are below the value of 92.0. 3) There is no policy specifically to regulate the follow-up of public satisfaction survey results. 4) The digital services in the services that are dominantly accessed by service users, namely resource services, and PDDIKTI services. So, further research is needed to find out the factors that affect the quality of digital services on the service user satisfaction.</p>

Employee Performance at LLDIKTI Region XV: Effect of Work Motivation, Employee Placement and Job Satisfaction

The aim of this research is to determine and analyze the influence of work motivation, employee placement and job satisfaction on employee performance at Region XV Higher Education Service Institutions. The research that will be carried out uses quantitative research. The results of this research indicate that employee placement has a significant effect on employee performance at LLDIKTI Region XV. Work Motivation has a significant effect on Employee Performance at LLDIKTI Region XV. Job Satisfaction has a significant effect on Employee Performance at LLDIKTI Region XV. Work motivation, employee placement and job satisfaction together have a significant effect on Employee Performance at LLDIKTI Region XV.

NÂNG CAO CHẤT LƯỢNG DỊCH VỤ HỖ TRỢ HỌC TẬP GÓP PHẦN ĐỔI MỚI GIÁO DỤC ĐẠI HỌC

Today, academic support services have become increasingly important to universities because they can help students develop knowledge and skills to more easily achieve success during university studies, thereby contributing to developing the reputation of training institutions. Therefore, many universities around the world have increasingly focused on developing academic support services. In Vietnam, academic support services at universities have begun to receive attention but have not really reached the quality commensurate with learners' requirements. Through understanding the theoretical basis of the quality of academic support services in higher education, as well as analyzing the current status of the quality of academic support services at a number of domestic and world universities, the study proposes a number of recommendations on improving the quality of academic support services to contribute to the innovation of Vietnamese higher education. Keywords: Academic support services; higher education; quality.

The effect of higher education service quality on satisfaction among business students in India and Nepal

The effect of higher education service quality on satisfaction among business students in India and Nepal

DYNAMICS AND PROSPECTS OF DEVELOPMENT IN THE FIELD OF HIGHER EDUCATION SERVICES

The development of the higher education system in the Republic of Uzbekistan, as well as the growth of higher education services in the volume of gross services and gross domestic product, its dynamics are analyzed and forecasts are developed on its basic, inertial and mobilization perspectives.

Marketing of higher educational services on social media platforms: Analysing its impact on faculty–student relationship quality and institution's brand performance

AbstractHigher education institutions (HEIs) have focused on branding to facilitate meaningful and productive conversations about their brand values with potential students, given the competitive global expansion environment in which HEIs operate. This study empirically explores the association between brand performance and relationship quality of HEM. The quantitative findings were evaluated by students from Indian HEIs (N = 365). For the evaluation of the data, structural equation modelling was implemented. A Regression Analysis was used to examine the Social Exchange Theory. The results of this research expose that information quantity, content sharing, and surveillance had a significant influence on relationship quality. Also, social communication, content sharing, information quantity, collaborative learning, and surveillance had a significant impact on brand performance. Future investigation should consider additional mediating aspects regarding social media users' opinions.

Foreign practice of global trends in higher education services

The article considers the best practices of trend development in higher education services. Education reform is among the country's priorities and has been in a permanent state for almost a third of a century, yet despite massive reform efforts, the quality of educational services and corps faculty at all levels of the education market has improved little, if at all, over the past decades. The quarantine related to Covid-19 in Kazakhstan became the lens that clearly revealed these shortcomings of education and showed the fallacy of the trajectory of previously implemented reforms, which often took so much time, budget funds combined with their inefficient use. The pandemic revealed the weakest points in the educational system, the unwillingness of most teachers to work in an online format and confirmed that we are definitely not ready for the transition of digitalization in the era of globalization 2.0 and has already become a catalyst for unprecedented large-scale changes in this area. Highlighting the prospects for further development of the educational market in the context of social distancing and the post-pandemic period is very relevant. In the conditions of modernity, requirements of international education market of Kazakhstan higher education has acquired many actual directions and prospects of development, but still today many methods, forms, mechanisms, tools, organizational and structural transformations require their improvement and adjustment taking into account the state priorities in the field of education with national peculiarities and scientific researches of scientists, demand of consumers, main employers of RHEs and proposals from universities, which often do not coincide with the equilibrium supply and demand, so this study is relevant today and requires further research and problem solving on the implementation of educational trends in Kazakhstan.

PENGELOLAAN KUALITAS LAYANAN PERGURUAN TINGGI MELALUI RANCANG BANGUN PROTOTiPE VISITOR MANAGEMENT SYSTEM BERBASIS WEB

The concept of guest service in higher education includes various aspects aimed at welcoming, providing information, and ensuring comfort for guests who come to campus. Generally, university guest registration services are still manual, through direct visits, telephone calls, emails, or letters. Manual recording uses conventional paper logs or guest books, so it takes longer and is inefficient in archiving. In addition, security problems are caused by the lack of activities to verify the identity of each visitor. This research aims to improve the quality of service in higher education by developing a web-based visitor or guest management system (Visitor Management System). This system is designed to manage visits to the campus environment efficiently and effectively. The development method used is a prototype design-build approach. This system is expected to help monitor and control visitor traffic, facilitate the registration process, and provide accurate and timely information to visitors. Thus, this web-based visitor management system can significantly improve service quality management in higher education. The object of this research is the Directorate of Education at one of the state universities in Surabaya. The research method starts with problem identification, system design, program code design, and system testing. System requirements analysis analyses service needs, constraints, and system objectives through interviews, literature studies, and field observations. This research results in the availability of a WEB-based Visitor Management System with several user functions where each user can enter data on an online form to request to be a guest.

Management and Control Tools in Student Professional Integration Performance: A Case Study of Graduates from the School of Economics and Management at Yaound é Second University in Cameroon

This scientific essay focuses on management control tools in the performance of students' professional integration: the case of graduates of the Faculty of Economics and Management of the University of Yaoundé II (Cameroon). It is part of an authentic and current theme with regard to the use of internal control tools and the evaluation of the functioning of services in higher education. What is problematic here is the level of student unemployment and the need for the student to find a professional integration into the labour market. In view of this, we formulated our research problem in the form of a question as follows: What are the management control tools that determine the performance in the successful professional integration of students in the human resources management specialty? Around this main question, there is a lack of effectiveness and a lack of efficiency in the pedagogical system to manage the value-cost couple allowing students in higher education to obtain a job at the end of their academic career. In the methodological framework of our investigation, we used both the quantitative and qualitative methods. The fieldwork carried out by means of a questionnaire was carried out on a sample of (one hundred) 100 students holding a Bachelor's degree in Management Sciences from the classes of 2021 and 2022 from the Faculty of Economics and Management of the University of Yaoundé II; Data collection was conducted from 04 January to 28 March 2024. At the end of the survey, despite the government's efforts to facilitate the professional integration of students, it appears that only 30% of operational management control tools are made available to graduates to get a job, which is insignificant to facilitate the performance of the successful professional integration of graduates of the Faculty of Economics and Management. The main results obtained show that the quality of mobilization of market management tools; the value of the tools to support the management of the company and the evaluation of a model of management control tools guarantee the performance of the professional integration of graduates of the Faculty of Economics and Management. At the end of our analysis, we have suggested some possible solutions, namely: policies must seek to obtain results in the context of the objectives set, university governance must break with idleness and waste, human resources management (HRM) must adapt to a better organization for the successful professional integration of graduates of the Faculty of Economics and Management.

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.

Az indonéziai felsőoktatási intézményekben működő hallgatói közösségi szolgálati programok hatékonyságának vizsgálata

Every university student in higher education is required to take part in Kuliah Kerja Nyata, what is a study service program, according to the curriculum in higher education in Indonesia. Kuliah Kerja Nyata (KKN) was appeared in a decree from the Department of Higher Education for the first time in 1973 (Kisnawat, 2009). In this study we present the origin of Kuliah Kerja Nyata and its policies implemented in the university, a description of Kuliah Kerja Nyata appeared on the universities’s websites, such as the University of Gajah Mada and Bandung Institute of Technology's website, and the benefits of its implementation for the stakeholders. This publication aims to review community service programs and promote community service in higher education. We present a synthetic literature review related to student community service. This publication offer how the Kuliah Kerja Nyata program has been effectively implemented in indonesian universities for students and lecturers.

Enhancing service excellence: analyzing natural language question answering with advanced cosine similarity

<span lang="EN-US">Information related to student services in higher education must be produced and disseminated in various forms. Covid-19 pandemic, student services with a remote model related to this question and answer become very important. To carry out this automation process, the advanced cosine similarity method is used to check the similarity of the questions to the database and statistics to calculate the similarity value of each word. The proposed paper proceeds with three phases. The first stage to solve this problem is the data processed in question; the professional next step is word insertion. It converts alphanumeric words to vector format. Each word is a vector that represents a point in space with a certain dimension. The recommended advanced cosine similarity data still must be analyzed into a statistical approach. We will measure accuracy to get results so that optimal results and answers are obtained, research procedures are carried out based on literature study, initial data collection and observation, system development, system testing, system analysis, and system evaluation. This research implemented in universities with student chat automation applications providing an accuracy 83.90% given by natural language question answering system (NLQAS) so that it can improve excellent service in universities.</span>

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.

User-generated content effectiveness in co-creation of online higher educational services

ABSTRACT Improvement of student services is increasingly important for institutions providing higher education in today's competitive market. Consequently, leveraging the online content generated by students is an effective means of actively involving customers in the educational process. As a result, the co-creation of innovative educational services through user-generated content (UGC) has become imperative. Engaging students in the service development process requires the adoption of an appropriate New Service Development (NSD) model, enabling the implementation of a co-creation strategy. The present study investigates this phenomenon by examining user-generated content on a website dedicated to higher education services. Employing the thematic analysis approach, 46 themes were identified that can be utilized in the development of new higher educational services. The findings demonstrate the potential of user-generated content in implementing a co-creation strategy at every stage of the new service development process.