Showing papers in "Quality Assurance in Education in 2008"

The development of a conceptual model of student satisfaction with their experience in higher education

Abstract: Purpose – The purpose of this paper is to introduce a conceptual model of student satisfaction with their higher education (HE) experience, based on the identification of the variable determinants of student perceived quality and the impact of those variables on student satisfaction and/or dissatisfaction with the overall student experience. The paper will also identify those determinants most likely to have either a positive or negative impact on subsequent student loyalty behaviours.Design/methodology/approach – This paper reports the results of a study of 163 undergraduate students at Liverpool John Moores University in the UK, which utilised Critical Incident Technique (CIT) as the method that encouraged the recording of situations that the students themselves perceive as critical incidents. It is envisaged that these situations have occurred in their experience of HE teaching, learning and assessment and their experience of other university ancillary service aspects, i.e. within and beyond the classr...

Service quality in postgraduate education

Abstract: Purpose – Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service factors used by postgraduates in their quality evaluations. Second, to analyse the appropriateness of importance-performance analysis (IPA) in the measurement of service quality and, final, to provide a working example of IPA’s application in a UK-based university. Design/methodology/approach – Convergent interviews were used to elicit attributes of service that were deemed important by taught postgraduate students. These findings were then tested using an online survey. Exploratory factor analysis was used to group the service attributes into latent “service factors”. Each service factor was then tested for service quality using Martilla and James’s IPA technique. Findings – About 20 service attributes were educed from the qualitative stage. From these, four service factors emerged; being, academic, leisure, industry links and cost. Using IPA in a UK university, the findings suggest that the “academic” and “industry links” aspects of service quality are the most critical to postgraduates. The paper’s conclusions suggest that IPA is an appropriate tool for measuring service quality in postgraduate education. Practical implications – Through the application of the IPA framework presented in this research, practitioners can successfully identify areas of service priority and thus allocate appropriate resources to encourage continuous service improvement. Originality/value – This research provides a valuable insight into the service quality needs of the UK postgraduate segment and also a potential conceptual framework for policy makers to use when evaluating their service delivery.

Rethinking quality and improvement in higher education

Abstract: Purpose – The purpose of this paper is to critically review dominant conceptions of and approaches to quality in higher education. It suggests an alternative approach with potential to shift the focus of quality activities from accountability and control to improvement.Design/methodology/approach – The applicability and limits of quality concepts and models are critically reviewed against key systems concepts of purpose, boundaries and environments. The limited transferability and utility of such models and the tensions between control and improvement are discussed.Findings – The language and tools of industry‐born quality models are an imperfect fit to higher education. Authentic quality improvement is more likely to result from approaches to systemic intervention that encourage exploration of questions of purpose and of the meaning of improvement in context than from the imposition of definitions and methodologies from elsewhere.Research limitations/implications – Evidence to support the utility of syst...

Brewing service quality in higher education: Characteristics of ingredients that make up the recipe

Abstract: Purpose – The paper seeks to explore the influences of service quality in higher education and the perceptions associated with the implementation of a Singapore tertiary institution. It draws on the underpinnings of SERVQUAL, and discusses the dichotomy and interrelation between customer perception and expectation.Design/methodology/approach – Qualitative methodology was employed and data were collected by means of structured in‐depth interviewing with both internal (18 academics and ten current students) and external samples (ten graduates and five industry representatives). Content analysis was utilized to examine three key aspects of service standards: customer orientation, course design/delivery, and support services.Findings – The way students are perceived, whether as customers or products, will have an influence on the type of learning dynamics that develop both within and outside the classroom. Service quality, therefore, needs to be evaluated based on an integrated experience which occurs in a ne...

Asian Universities: Historical Perspectives and Contemporary Challenges

Abstract: Since 1980, higher education access and endorsement have grown more dramatically in Asia than in any other area of the world. Both developed and developing nations are witnessing rapid expansion in the higher education sector. Nor is this progress entirely quantitative: a number of Asian universities are on a par with the finest institutions of higher education in the U.S. and Europe. Until now, however, there has been little historical analysis and virtually no comparative analysis of Asian higher education. This volume offers a detailed comparative study of the emergence of the modern university in Asia, linking the historical development of universities in the region with contemporary realities and future challenges. The contributors describe higher education systems in eleven countries-Korea, China, Vietnam, Cambodia, Malaysia, Phillippines, Singapore, Indonesia, Thailand, India, and Japan-and explore similarities and differences through two comparative essays. Each case study includes a discussion of the nature and influence of both indigenous and European educational traditions; a detailed analysis of development patterns; and a close examination of such contemporary issues as population growth and access, cost, the role of private higher education, the research system, autonomy, and accountability.

On Quality in Education.

Abstract: Purpose – The purpose of this paper is to discuss some key aspects of quality in education in the light of over 30 years practical experience of doing quality assurance (QA).Design/methodology/approach – Reflection on three concepts, which are still the subject of debate, namely: “quality”; “total quality management (TQM)”; and “autonomy”.Findings – As this is not a research paper, it presents no findings. There are some research implications, if only to deter researchers from digging up old ground. More research into the diversity of and interactions between cultures in academia might prove useful.Practical implications – There are lessons to be learnt from the past. Doing quality improves quality. Talking about it or trying to impose it does not. Managers and leaders need to reflect more carefully than is their wont on the purposes and procedures of QA in education.Originality/value – This paper makes a contribution to the debate about quality in education in universities and schools and suggests that a...

A conceptual framework to help evaluate the quality of institutional performance

Abstract: Purpose – This study aims to present a general conceptual framework which can be used to evaluate quality and institutional performance in higher education.Design/methodology/approach – The quality of higher education is at the heart of the setting up of the European Higher Education Area. Strategic management is widely used in higher education institutions and is a strong candidate for the general framework of management. The balanced scorecard approach has been designed as a mechanism to communicate and implement the strategic plan and make it more understandable to stakeholders.Findings – The concepts of quality and strategy maps provide the tools that can be used to describe the conceptual framework to describe the quality assurance system and institutional performance.Originality/value – The quality and performance of a higher education institution are evaluated by national quality assurance agencies and many other stakeholders having various objectives and interests. The evaluation is based on the b...

The Phases and Paradoxes of Educational Quality Assurance: The Case of the Singapore Education System.

Abstract: Purpose – The purpose of this paper is to highlight three important insights into educational quality assurance, using Singapore as a case study. It is useful to policy makers and practitioners to understand the phases and paradoxes in their educational quality assurance journey so that they may recognise and manage better the complex dynamics of quality assurance in education.Design/methodology/approach – This paper utilises a phase model to analyse the development of quality assurance and the challenges and paradoxes involved. This phase model is a framework of analysis of the quality assurance dynamics of primary and secondary education in Singapore with the following phases: standardisation; local accountability; and diversity and innovationFindings – The paper finds that: quality assurance develops in phases, each with its own characteristics and challenges; quality assurance changes the nature of education; quality assurance is a paradoxical journey.Practical implications – The Singapore case study ...

Approaches to the validation of quality frameworks for e‐learning

Abstract: Purpose – This paper aims to compare the ways in which a range of quality frameworks have been validated and to identify a number of factors that have an impact on validation processes.Design/methodology/approach – Seven examples of published quality frameworks applicable to the field of e‐learning are described and the methods used to validate each of the frameworks are identified and compared. The article concludes by considering a range of factors that have the potential to have an impact on such validation processes.Findings – Six methods of validation were found to have been used in relation to development of the seven frameworks that were examined: reviewing the research literature related to effectiveness in online learning; seeking input from an expert panel; undertaking empirical research; undertaking survey research; conducting pilot projects; and drawing on case studies. From the variety of approaches used and the ways in which they were used it was concluded that a recognised set of procedures...

University students' knowledge of services and programs in relation to satisfaction: A case study of a private university in Lebanon

Abstract: Purpose – The purpose of this paper is to survey students on their satisfaction with university services and programs in a coeducational Lebanese Catholic higher education institution. The study attempts to relate self‐assessed knowledge of the university procedures, rules and regulations on six dimensions of satisfaction, being: academic experience, academic advisor, residential life, campus life, personal development opportunities, resources and student services.Design/methodology/approach – A cluster random selection procedure was used to select n=870 students from within the university. Students rated 31 knowledge items and 33 satisfaction items. The study analyses student satisfaction in relation to their knowledge of procedures, rules and regulations. An Analysis of Variance (ANOVA) was run to determine differences between university class level, and knowledge level on satisfaction. In addition, a regression analysis was run to determine whether university class (freshmen, sophomore, junior, and sen...

Developing supply chain management program: A competency model

Abstract: Purpose – This paper aims to show the process of designing and measuring learning competencies in program development.Design/methodology/approach – The paper includes cross‐sectoral comparisons to draw on programmatic and pedagogical strategies, more commonly utilized in vocational education, and transfer the application of these strategies into curriculum development in higher education. Using a case study approach, the paper details the process of identifying and measuring learning competencies in developing specialization and graduate certificate program in supply chain management.Findings – The development of competencies used an interdisciplinary framework to infuse interaction among stakeholders – faculty, students, and practitioners. The process focused on competencies at the program level as opposed to certain course or class level. The result produced more realistic competencies addressing student learning. The competency approach presented challenges in collecting and analyzing assessment data a...

Designing a supply chain management academic curriculum using QFD and benchmarking

Abstract: Purpose – The purpose of this paper is to utilize quality function deployment (QFD), Benchmarking analyses and other innovative quality tools to develop a new customer‐centered undergraduate curriculum in supply chain management (SCM)Design/methodology/approach – The researchers used potential employers as the source for data collection Then, they used QFD and benchmarking to develop a Voice of Customer matrix Using information from the matrix, a new customer‐oriented SCM undergraduate programme was designedFindings – The researchers outline a practical solution to the problem of designing academic programmes which satisfy the main expectations of potential employers (customers)Research limitations/implications – The study is specifically concerned with the design of an SCM curriculum, but the researchers argue that the design methodology could be applied in other academic contextsPractical implications – The application of QFD and benchmarking as a joint analysis tool is an interesting approach in

The impact of quality assurance measures on student services at the Japanese and Thai private universities

Abstract: Purpose – The purpose of the paper is to ascertain students' perceptions on quality of services provided by private universities in Thailand and Japan and how these affected decisions selecting a university. A comparative study aims to focus on how cultural and economic factors affected their decisions.Design/methodology/approach – Research design sought students' perceptions through empirical surveys on the type of factors which influenced their decisions in selecting a university. As the students needed to form their views on personal experience on services categorized into ten factors, the research sample included students with one‐four years of campus experience. The research instrument was a well validated questionnaire developed on a review of literature and a pilot study. For the main study, 1,900 Thai students from nine private universities and 703 Japanese students from two private colleges were invited to participate.Findings – Findings suggest that in selecting a university campus the universit...

Applying services marketing principles to postgraduate supervision

Abstract: Purpose – The paper aims to describe the application of two key service quality frameworks for improving the delivery of postgraduate research supervision. The services quality frameworks are used to identify key areas of overlap between services marketing practice and postgraduate supervision that can be used by the supervisor to improve research supervision outcomes for the student.Design/methodology/approach – The paper is a conceptual and theoretical examination of the two streams of literature that proposes a supervision gap model based on the services gap literature, and the application of services delivery frameworks of co‐creation and service quality.Findings – Services marketing literature can inform the process of designing and delivering postgraduate research supervision by clarifying student supervisor roles, setting parameters and using quality assurance frameworks for supervision delivery. The five services quality indicators can be used to examine overlooked areas of supervision delivery, a...

Understanding quality assurance: a cross country case study

Abstract: Purpose – The purpose of this paper is to examine the level of understanding between an Australian university and its offshore partner institution, on quality assurance. It attempts to highlight the dynamics of quality assurance policy implementation within and across institutions for an offshore degree.Design/methodology/approach – The study used interviews as the research method to gather data from the Business school of a university that is a major exporter of higher education degrees and its offshore business partner, a business school of a private university college in Malaysia.Findings – The findings show that gaps exist in the current practices of quality assurance measures in Malaysia. In addition, top‐level management from both sides of the exchange believe that the university should bear the overall responsibility for quality assurance. However, the findings also reveal that such heavy reliance on the university for quality assurance might not be healthy, especially when the university's own pol...

School supervision and evaluation in China: the Shanghai perspective

Abstract: Purpose – The purpose of this paper is to discuss recent developments in school developmental supervisory evaluation in the Pudong New Area of Shanghai in the Chinese Mainland.Design/methodology/approach – The main research approach is qualitative, using documentary analysis and interviews of an inspector, principals and teachers from two primary schools.Findings – There were perceived positive and negative impacts of school supervision and evaluation.Originality/value – The paper highlights the implications for fostering a shared school‐government community of school supervision and evaluation, promoting a dynamic approach for addressing contextual differences as well as achieving better coherence among educational reform, supervision and evaluation policies.

Standards to assure quality in tertiary education: the case of Tanzania

Abstract: Purpose – The purpose of this paper is to provide information on development of standards in Tanzania which may be of help to training providers in other countries as they seek to improve the quality and standards of their provision.Design/methodology/approach – The need to provide quality assured tertiary qualifications in Tanzania to win both national and international recognition is explained. Processes of registration of institutions capable of delivering training programmes adequately and accreditation of the same to offer awards at appropriate levels as a means to ensure quality of provision are explored. Standards of good practice in Tanzanian tertiary education are surveyed and the challenges to their achievement are discussed based on the author's direct experience in Tanzania. Relevant and recent literatures on the topic are surveyed and some lessons drawn.Findings – Accreditation standards are useful in instilling best practices in education and training. However, education and training institu...

Course evaluations : a tendency to respond favourably on scales

Abstract: Purpose – The purpose of this paper is to investigate a possible favourable response pattern on scaled forms used as a means of evaluating training courses.Design/methodology/approach – In part one of the study evaluation forms were examined referring to courses were completed by 879 students attending 15 university level courses and 531 students at school. In part two a more exacting test for a favourable response tendency using attitude scales was designed. This involved 212 teachers who were asked about their willingness to include “children with special needs” in their classes.Findings – It was found that the majority of students in part one responded at the favourable end of the evaluation scales. The same tendency was noted with the teachers in part two of the study.Practical implications – Courses are likely to be evaluated favourably and therefore it is suggested that it is necessary to incorporate in any evaluation a means of comparison. Internal elements of courses need to be compared and course...

Changing systems of external examination

Abstract: Purpose – The purpose of this paper is to review and identify changes in systems of external examinations in Denmark, the UK and Norway.Design/methodology/approach – Comparative analysis of studies, reviews and documents concerning the purpose and functioning of systems of external examination in three selected countries.Findings – The paper concludes that systems of external examinations are being transformed from a focus on student performance to a focus on programme quality and coherence in all three countries studied.Practical implications – The paper shows that older and newer forms of quality assurance are becoming more integrated with the potential of creating quality assurance procedures addressing teaching and learning issues more directly.Originality/value – Much attention has been given to newer forms of external quality assurance schemes. More traditional forms of quality assurance have, as a consequence, received less attention although they may still provide benefits to higher education.

Developing (Authentic?) Academic Writers.

Abstract: Purpose – This paper seeks to consider whether the notion of authenticity is useful or meaningful in the context of developing academics as writers.Design/methodology/approach – The approach taken is that of a reflective essay. Recent texts on authenticity in higher education are examined whilst a transactional theory of writing is also considered as a potentially valuable way of helping develop academic writers.Findings – The tentative conclusions reached include the desirability of moving away from the concept of authenticity as an ideal in academic writing and towards the notion of developing academics as mature or even expert writers.Research limitations/implications – The main limitation of this paper is that it is merely an essay. It is one researcher's attempt to analyse a difficult conceptual issue and, as such, only provides a provisional analysis, not a final analysis. Other scholars using different sources may well come to different conclusions. But, at least, this essay is a contribution to th...

Accreditation outcomes, quality of and access to university education in Nigeria

Abstract: Purpose – In response to the challenges of enhancing quality, the agency of government which is responsible for coordinating university education in Nigeria, the National Universities Commission, evolved a system of academic programme accreditation in 1991 to ensure conformity with minimum standards and to promote quality. The purpose of this paper is to examine the outcomes of some of those accreditation exercises and how they have influenced the quality of and access to university education.Design/methodology/approach – The paper analyses secondary source data from accreditation reports of 1999, mop up exercises and accreditation re‐visitation of 2000‐2005 and that of November 2005.Findings – The mean percentage of programmes with full accreditation status was found to have increased from 12.6 in 1999 to 48.5 in 2005, that of programmes which got interim accreditation decreased from 72.66 in 1999 to 48.30 in 2005, while the one for programmes which were denied accreditation decreased from 17.9 in 1999 t...

Business Students' Ethical Evaluations of Faculty Misconduct.

Abstract: Purpose – This study aims to gauge business school student perceptions of the academic conduct of college professors, to determine students' ethical evaluations of certain potential faculty behaviors. The relationships between perceived faculty misconduct and several student demographic characteristics including sex and academic classification were also investigated.Design/methodology/approach – A large sample of undergraduate students attending one of two diverse universities responded to an anonymous survey. Responses were analyzed using univariate and multivariate statistical methods.Findings – Behaviors such as giving lower grades because of opposing opinions in the classroom and sharing an undergraduate student's private information with colleagues were rated the most harshly by student respondents. The 55 items that we used to measure professors' academic misconduct distilled into two basic dimensions: “inappropriate sexual situations” involving students and coworkers and “inappropriate familiarity ...

Institutionalisation in a newly created private university

Abstract: Purpose – The purpose of this paper is to examine the introduction of a quality assurance system in a new, private university in Syria, and considers the extent to which the theoretical model based on institutional theory and isomorphism is reflected in practice.Design/methodology/approach – A five year longitudinal study which reviews the design, implementation and embedding of a quality assurance system was undertaken. The approach reflects on the prevailing practice and adoption of quality assurance systems at key points throughout the existence of the institution.Findings – The findings show that for any organisation or institution which is creating a new model, which is outside the conventional or prevailing models of the sector, there will be multiple challenges.Research limitations/implications – The research was conducted during the many visits made throughout the period, but the changes witnessed to key staff at Kalamoon throughout the five years has impacted on the institutionalisation model, an...

Grade inflation and law school admissions

Abstract: Purpose – The purpose of this paper is to evaluate the evidence on whether grade inflation has led to an increasing emphasis on standardized test scores as a criterion for law school admissions.Design/methodology/approach – Fit probabilistic models to admissions data for American law schools during the mid to late 1990s, a period during which trends of grade inflation can be observed, and detect changes in emphasis on grades and standardized test scores as admissions criteria over time.Findings – The juxtaposing trends of grade inflation and of the increasing predominance of standardized test scores in law school admissions suggest the possibility that grade inflation has had a negative impact on the value of grades as a signal of student ability.Practical implications – The empirical evidence of potential undesirable consequences of grade inflation may persuade education professionals to take active measures to control the inflationary trend.Originality/value – Viewing grades as a signal of a student's a...