Service Quality in Higher Education: Where are We and Where to Go?

Wong, Ho Yin; Sultan, Parves

doi:10.1007/978-3-030-67441-0_15

Cited by 2 publications

(2 citation statements)

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“…Although a significant amount of literature is available on the service quality of higher education institutions (HEIs) (Schalkwyk and Steenkamp, 2016; Abbas and Kumari, 2021; Wong and Sultan, 2021), limited attention has been given to graduates' employability and industrial sustainability (Abbas and Sagsan, 2019). The United Nations (UN) has declared employability as one of the four priorities for a national policy for youth employment and effective industrial performance [including entrepreneurship, equal distribution of opportunities among genders (male and female) and employment creation] (UN, 2017).…”

Section: Introductionmentioning

confidence: 99%

Quality management system in higher education institutions and its impact on students' employability with the mediating effect of industry–academia collaboration

Abbas

Kumari

Al-Rahmi

2021

JEAS

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PurposeBased on the principles of the human capital theory, this study investigates the role of the quality management system (QMS) in higher education institutions (HEIs) in developing successful employability attributes among graduates. Considering industry as a prominent stakeholder in academia, the authors took industry–academia collaboration as the mediating variable.Design/methodology/approachUsing the European Foundation for Quality Management model, the author analyzed how QMS in public HEIs located in London, the United Kingdom (UK), impacts business management, computer science and engineering students' employability. Following the nonprobability convenience sampling technique, this study included data from 324 local and international students.FindingsThe structural analysis identified QMS as a significant factor in enhancing students' employability, and industry–academia collaboration is found to act as a partial mediator in this relationship.Originality/valueThe management of HEIs in developing countries can take valuable guidelines from this study and integrate QMS in their institutions in developing their students' employability, as it is being done by HEIs in the UK.

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Section: Introductionmentioning

confidence: 99%

Quality management system in higher education institutions and its impact on students' employability with the mediating effect of industry–academia collaboration

Abbas

Kumari

Al-Rahmi

2021

JEAS

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“…But also rendered complex by the particularities of higher education, such as student participation in their training process, the satisfaction of needs through the various stakeholders, continuity of service and the permanence of services that do not expire in a short period of time [ 5 ]. In view of the difficulty of conceptualising PV [ 17 ], there are also difficulties in its valuation, nevertheless, empirical studies have addressed the measurement of value through quality from the perspective of students using and adapting, as mentioned by Wong and Sultan [ 18 ], instruments such as the SERVQUAL, the SERVPERF and the HEdPERF.…”

Section: Introductionmentioning

confidence: 99%

Evaluation of psychometric properties of perceived value applied to universities

2023

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Over the past 20 years, the construct of perceived value has been the subject of much research, most of it applied to the service sector. The intangible nature of this sector requires an in-depth analysis of customer perceptions of what they give and what they receive. In this research, perceived value is applied in the context of higher education, where perceived quality faces several challenges and has a tangible component that is related to their experience when receiving the educational service, and an intangible component that is related to the image and reputation of the university. One of these challenges is the increasingly competitive environment of universities, so it is important to understand what factors influence students’ perception of value. For this purpose, several scales of perceived value were reviewed and one was selected and its psychometric properties were evaluated. For this evaluation, cultural adaptation techniques, exploratory factor analysis and confirmatory factor analysis were used. The statistical results showed the validity and reliability of the scale applied to universities in the Colombian context.

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Service Quality in Higher Education: Where are We and Where to Go?

Cited by 2 publications

References 66 publications

Quality management system in higher education institutions and its impact on students' employability with the mediating effect of industry–academia collaboration

Quality management system in higher education institutions and its impact on students' employability with the mediating effect of industry–academia collaboration

Evaluation of psychometric properties of perceived value applied to universities

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