Integrated Dashboards With Social Media Analysis Capabilities for Monitoring Quality in Higher Education Institutions

Abstract

The nature of Higher Education (HE) systems encompasses different internal and external stakeholders, as well as the substantial budgetary funds allocated by governments in support of Higher Education Institutions (HEIs) operations. This has led to stakeholder demands for assurance that resources are used in the most efficient way, thus, Quality Assurance (QA) plays an essential role in assuring that the organizational mission and objectives are aligned to meet the expectations of stakeholders. This paper discusses an extensive literature review for identifying current architectures for Business Intelligence in Higher Education, and the use of these architectures in the developing of Business Intelligence dashboard. The paper discusses the role of dashboards in monitoring quality in Higher Education Institutions (HEIs) and how reports generated through dashboards can be utilized for the accreditation process in the Kingdom of Saudi Arabia (KSA). The paper also discusses the role of social media which can be used to assess service quality through sentiment analysis. The paper outlines the integration of dashboards and social media for monitoring and supporting decision making processes in Higher Education. The paper contributes in identify the sub elements of an assessment framework and the validation through focused interviews techniques by Quality Assurance professionals to determine its usefulness in assisting decision making. Future work will be to develop the dashboard to use the National Commission for Academic Accreditation and Assessment standards as a reference of information to be included in dashboard design.

Quality Monitoring With Business Intelligence Dashboards in Higher Educational Institutions Using Nvivo Approach to Support Qualitative Analysis

“…The purpose of this investigation is to initiate an understanding of the factors that affect the design of Business Intelligence (BI) systems for monitoring Quality in Higher Education. The findings of this investigation are used to enhance the Holistic Framework for monitoring Higher Education Quality using Business Intelligence Dashboards (HF-HEQ-BI) which was outlined by the authors in a previous study [7]. The HF-HEQ-BI developed in [7] was based on underpinning theoretical frameworks, which resulted in a 5 pillars framework.…”

“…The findings of this investigation are used to enhance the Holistic Framework for monitoring Higher Education Quality using Business Intelligence Dashboards (HF-HEQ-BI) which was outlined by the authors in a previous study [7]. The HF-HEQ-BI developed in [7] was based on underpinning theoretical frameworks, which resulted in a 5 pillars framework. The factors affecting the design that are related to each pillar had been identified through extensive investigation of over 60 publications from the literature.…”

“…A major source of information about stakeholder satisfaction on the quality of services provided to Higher Education Institution (HEIs) is data coming from social media [8]. For the purpose of dealing with this type of data, sentiment analysis can be used to determine the level of satisfaction with service quality based on aggregating general opinion on social media [7], [8], [12].…”

“…The adoption of these standards assures the minimum level of service quality in HEIs. Reflecting these standards, the authors have proposed a Holistic Framework for monitoring Quality in HE using BI dashboards (HF-HEQ-BI) [7]. For the purpose of monitoring quality in HE, public opinion aggregation from social media stakeholders (such as students) may be useful in determining the level of satisfaction reported in social media channels [7], [8].…”

“…The HF-HEQ-BI framework presented in [7] was reviewed with a panel of experts. Qualitative data analysis of the experts' responses was carried out using Computer Assisted Qualitative Data Analysis Software (CAQDAS) using NVivo 12.…”