Service delivery and quality assurance in administrative units of higher education institutions during the pandemic

Abstract

In the challenging backdrop of the pandemic, educational institutions, particularly teacher education entities, found themselves at a crossroads. Administrative services, traditionally seen as the backbone of these institutions, underwent significant shifts. Using a tool inspired by the Area X. Administration section of the Accrediting Agency of Chartered Colleges and Universities in the Philippines (AACCUP) instrument and grounded in the principles of Kivistö and Pekkola (2017), this study adopts a mixed-method approach to dissect these transitions. Our research unveils a robust move towards digitization, emphasizing the growing role of online learning and communication platforms in the modern educational business model. However, this digital embrace brings forth challenges, especially in areas like resource allocation, supply chain management, and stakeholder communication, which demand innovative business solutions. The findings underscore the need for ongoing improvement, adaptability, and the integration of modern business practices in the educational sector. This research serves as a roadmap, offering actionable insights for institutions aiming to optimize their administrative functions amidst changing business landscapes. Furthermore, it sets the stage for future researchers, emphasizing the blend of traditional educational values with contemporary business strategies, and encourages a more profound exploration of how educational institutions can navigate and thrive in today’s dynamic business environment.