Quality, Universities and Their Libraries

Atkinson, Jeremy

doi:10.1016/b978-0-12-802105-7.00002-6

Cited by 4 publications

(1 citation statement)

References 12 publications

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“…En el modelo de acreditación programática del SINEACE 2016 presionadas para demostrar el valor que aportan al rol docente, investigador y social de las universidades que las financian (ACRL, 2010b;Atkinson, 2016;Gratch Lindauer, 1998;Oakleaf & Kyrillidou, 2016;Stratford, 2002). Los entornos de licenciamiento y acreditación se vuelven así una oportunidad para hacer visible el valor que tienen las bibliotecas académicas en la consecución de los resultados de la Universidad (Brown & Malenfant, 2012;Schmiedel, 2017;Schwieder & Hinchliffe, 2018).…”

Section: Tabla 1: Cantidad De Universidades Por Tipo Según Marco Legalunclassified

Contribución de las bibliotecas académicas a la misión de la universidad: propuesta de un marco analítico de enfoque cualitativo

Castilla¹

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Section: Tabla 1: Cantidad De Universidades Por Tipo Según Marco Legalunclassified

Contribución de las bibliotecas académicas a la misión de la universidad: propuesta de un marco analítico de enfoque cualitativo

Castilla¹

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Assessing ‘Goodness’: A Review of Quality Frameworks for Australian Academic Libraries

Sputore

Fitzgibbons

2017

Journal of the Australian Library and Information Association

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Quality assessment can help a library link its services and performance to strategic university goals and priorities. A vast body of professional literature describes quality and assessment theory and practice in libraries, including comprehensive International Standards. However there is no single measure of 'goodness' for libraries, and choices must be made to ensure assessment activities are effective and sustainable. Libraries seeking to strategically demonstrate their value and proactively respond to emerging priorities have much to gain from an understanding of this field. This review article aims to highlight the features, advantages and outcomes associated with contemporary approaches to quality management and assessment, and offer sources for further exploration. International Standards are discussed, as well as specific methodologies and approaches. This review is placed in the context of current issues and opportunities for Australian academic libraries. IMPLICATIONS FOR PRACTICE • A complex range of drivers in the international higher education sector are compelling academic libraries to demonstrate their quality, value and impact. • Qualitative and quantitative assessment methods can be used to effectively collect evidence of the quality, value and impact of the library. • A range of internationally recognised frameworks can help libraries to take a holistic approach to quality assessment. • At a more targeted level, there are a wide range of relevant approaches to assessment that have been successfully used by libraries, and libraries must be strategic in their selection of methods in order to achieve the desired outcomes. • An essential outcome from assessing quality must be communicating quality to clients and stakeholders, ideally in the context of broader and strategic institutional goals.

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Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia

Supriyanto,

Burhanuddin,

Sunarni

et al. 2024

TQM

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PurposeThis study aims to explore the influence of academic service quality on student satisfaction and loyalty, based on a study at Higher Education Legal Entities (HELE) in Indonesia. HELE is a policy in higher education that empowers these institutions to become autonomous in management. Academic service quality (ASQ) is an essential aspect of fostering the satisfaction and loyalty of students.Design/methodology/approachThis study uses the descriptive quantitative and regressive survey approach to examine the influence of academic service quality on student satisfaction and loyalty. The population in this study encompassed all students from HELE. Meanwhile, 750 students were purposefully selected from 16 HELE in Indonesia. Data were collected using validated and reliable questionnaires. The garnered data were analyzed using a structural equation model through Smart PLS 3.FindingsThis study finds that (1) there is a significant direct influence of academic service quality on student satisfaction in HELE, (2) there is a reasonably direct influence of student satisfaction on student loyalty in HELE. (3) ASQ of HELE has a feeble direct influence on student loyalty and (4) there is a moderate indirect impact of academic service quality on student loyalty, mediated by student satisfaction at HELE in Indonesia.Research limitations/implicationsThe research was conducted across 16 HELEs in Indonesia. Many other universities do services and of course impact on satisfaction and loyalty for students, but are not included in this research. Besides that, other aspects are not included in this research either. Based on that condition, this result cannot cover all aspects of others in all universities in Indonesia.Practical implicationsThe practical implication of this study’s results for the leaders of HELES is to commit to student-centered, service-oriented tactics and actions for establishing student loyalty. Besides, these institutions must prioritize developing and maintaining profitable customer relationships in this changing world and offer an agenda for the future research.Social implicationsThe social implication will be indicated by higher universities to always improve the service quality of academics, with continuous improvement in the future. It has to do with every university so that student satisfaction improves, and student loyalty improves too. Exiting HELE in the future depends on the variables of service quality for stakeholders in the community around. If the community gets satisfaction, in the future, they will be back to support the HELE in the future.Originality/valueThe results of this study are original and novel, and strengthen the findings of previous research that there is an effect of academic service quality on student satisfaction. It confirms the effects of satisfaction on loyalty, along with the effects of academic service quality on loyalty mediated by satisfaction. These results rejected previous results that there are effects of academic service quality on student loyalty in HELE as organizations.

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Quality, Universities and Their Libraries

Cited by 4 publications

References 12 publications

Contribución de las bibliotecas académicas a la misión de la universidad: propuesta de un marco analítico de enfoque cualitativo

Contribución de las bibliotecas académicas a la misión de la universidad: propuesta de un marco analítico de enfoque cualitativo

Assessing ‘Goodness’: A Review of Quality Frameworks for Australian Academic Libraries

Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia

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