Student and faculty perceptions of service quality: the moderating role of the institutional aspects

Dužević, Ines; Časni, Anita Čeh

doi:10.1007/s10734-014-9857-3

Cited by 25 publications

(17 citation statements)

References 43 publications

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“…Additionally, it relies on the delivered quality of the value-added services. A significant relation between service quality and student satisfaction have empirically been tested and confirmed by previous investigations [11,60,61]. Satisfied students comprise a source of competitive advantage [61] as well as a contributing factor in determining both the student loyalty and the university's image [11].…”

Section: Student Orientationsupporting

confidence: 57%

“…A significant relation between service quality and student satisfaction have empirically been tested and confirmed by previous investigations [11,60,61]. Satisfied students comprise a source of competitive advantage [61] as well as a contributing factor in determining both the student loyalty and the university's image [11]. Accordingly, SO has been taken into account as an indispensable prerequisite to the success of SRM.…”

Section: Student Orientationmentioning

confidence: 55%

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Critical Success Factors of Student Relationship Management

et al. 2018

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Due to the upward trend in the globalization of sustainability issues and the intense competitive environment, it is evident that higher education institutions need new strategic approaches to succeed. To this end, the inquiry for this paper has been made into the debate about student relationship management. Going through the literature indicates that institutions have mainly perceived the concept as a technological initiative for solving the problems in individual domains, accompanied by uncoordinated efforts. Thus, the aims of this study are to theoretically present the critical success factors of this strategic approach and to empirically examine the recognized factors. To do so, a confirmatory factor analysis that is a quantitative analytic method was performed. The results and analyses revealed that there has been a significant correlation between the four critical success factors including knowledge management, student relationship management technology, student orientation, and employees’ involvement. It was also found that these factors are significantly correlated with the construct of student relationship management success. The findings have consequently highlighted that in addition to the technological tool, the role of knowledge management, employees’ involvement, and student orientation appeared to be particularly important for the implementation of the application.

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Section: Student Orientationsupporting

confidence: 57%

Section: Student Orientationmentioning

confidence: 55%

Critical Success Factors of Student Relationship Management

et al. 2018

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“…In this frame of service quality theory, the aim of this research was to take the opinions of teachers and principals to determine the ways to improve the quality of service in education to improve student satisfaction. This aim is backed up by many researchers such as Ah-tek, and Starr(2014), Duzevic and Casni (2015), Iachini et.al(2016), Mendenhall et al (2013), Murley, Keedy and Welsh(2008), Sahin (2013), Tsiolakki and Tsiakkiros (2013). Teachers emphasised the in-service training needs of teachers and school principals and principal duties of school guidance and counselling services.…”

Section: Conclusion and Suggestionsmentioning

confidence: 96%

Increasing Service Quality in Education: Views of Principals and Teachers

Şenol

Dağlı

2017

EURASIA J MATH SCI T

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The aim of this research was to take the opinions of teachers and principals to determine the ways to improve the quality of service in high schools in order to improve student satisfaction. This study tried to increase the awareness of teachers and principals about the quality in education and to provide their contribution to creating quality culture in high schools. In this study, a purposive sampling method was employed. Semi-structured interviews were conducted with 22 teachers lecturing at high schools and 10 school principals. The data was analysed through content analysis. The findings show that teachers emphasised the in-service training needs of teachers and school principals and principal duties of school guidance and counselling services, whereas school principals stressed the importance of usage by teachers of effective teaching methods; relations between students and principals, and relations between guidance and counselling services and teachers.

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“…In international discussions, these aspects often fall under the concept of academic student support, and the services provided for students' welfare and academic success are referred to as student services or student support (Dhillon, McGowan, and Wang 2008;Ferreira, Vidal, and Vieira 2014;Morgan 2012;Sajiené and Tamuliené 2012). Thus, student support refers to a system of services that aims at fulfilling students' academic and nonacademic (emotional and social) needs (Sajiené and Tamuliené 2012, 121;Dužević and Čhe Časni 2015).…”

Section: Various Forms Of Guidancementioning

confidence: 99%

Study guidance experiences, study progress, and perceived learning outcomes of Finnish university students

Skaniakos

Honkimäki

Kallio

et al. 2018

European Journal of Higher Education

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In recent decades, the massification and diversification of higher education have generated new challenges for the guidance of university students. The present study focuses on students' experiences of guidance in relation to their study progress and perceptions of their learning outcomes. The data (n = 4916) were collected from 2010-2013 through yearly Internet surveys whose targeted respondents were the students of a Finnish University. According to the results, general study guidance was a very strong predictor of students' self-assessed development of their academic and generic skills as well as working life orientation. It also decreased the probability of slow progress in studies. Significant differences between disciplines were found: the Faculty of Education outperformed other faculties in regard to students' satisfaction with the guidance and the students' evaluations of their own learning outcomes. The main result of the study is that guidance can play a significant role in students' academic success.

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Student and faculty perceptions of service quality: the moderating role of the institutional aspects

Cited by 25 publications

References 43 publications

Critical Success Factors of Student Relationship Management

Critical Success Factors of Student Relationship Management

Increasing Service Quality in Education: Views of Principals and Teachers

Study guidance experiences, study progress, and perceived learning outcomes of Finnish university students

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