Showing papers in "Quality Assurance in Education in 2009"
TL;DR: In this paper, the authors examined the performance of five alternative measures of service quality in the high education sector: service quality (SERVQUAL), importance-weighted SERVQUAL, service performance (SERVPERF), importanceweighted SERVPERT, and higher education performance (HEdPERF).
Abstract: Purpose – The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector – service quality (SERVQUAL), importance‐weighted SERVQUAL, service performance (SERVPERF), importance‐weighted SERVPERF, and higher education performance (HEdPERF).Design/methodology/approach – Data were collected by means of a structured questionnaire containing perception items enhanced from the SERVPERF and HEdPERF scales and expectation items from the SERVQUAL scale, modified to fit into the higher education (HE) sector. The first draft of the questionnaire was subject to a pilot testing through a focus group and an expert evaluation. Data were gathered from a sample of 360 students of a Portuguese University in Lisbon. Scales were compared in terms of unidimensionality, reliability, validity and explained variance.Findings – It can be concluded that SERVPERF and HEdPERF present the best measurement capability, but it is not possible to identify which one is t...
258 citations
TL;DR: In this article, the authors developed a holistic understanding of quality in higher education which reveals the current debates about accreditation or quality process standards as insufficient, and to propose an enhanced model for quality culture in educational organisations.
Abstract: Purpose – The purpose of this paper is to develop a holistic understanding of quality in higher education which reveals the current debates about accreditation or quality process standards as insufficient, and to propose an enhanced model for quality culture in educational organisations.Design/methodology/approach – The conceptual framework is based on relevant research in the field of quality development for education, and integrates it with a series of previously published works related to quality methodologies, quality literacy and quality as a multidimensional concept. Quality is approached from an educational science perspective, and is understood as a relationship among all the participants and resources of an educational scenario.Findings – The paper establishes the foundation for a comprehensive understanding and analysis of quality culture in organisations, focussing on higher education. While this understanding of quality as part of the organisational culture seems to gain more importance there ...
147 citations
89 citations
TL;DR: The changes taking place when learning moves from a transmissive learning model to a collaborative and reflective learning model are analyzed and consequences for quality development are proposed.
Abstract: Purpose – The purpose of this paper is to analyse the changes taking place when learning moves from a transmissive learning model to a collaborative and reflective learning model and proposes consequences for quality development.Design/methodology/approach – The paper summarises relevant research in the field of e‐learning to outline the differences between e‐learning 1.0 and e‐learning 2.0 and amalgamates it with a series of previously published works. The characteristics of quality development are analyses in a next step and suitable methodologies for developing quality for e‐learning 2.0 environments are selected, proposed and explained.Findings – Even though the question of quality is controversially discussed already when e‐learning 1.0 appeared on the market, e‐learning 2.0 creates even more insecurity. This paper aims at answering the following questions: what constitutes the new, innovative element, which is described by Web 2.0 and e‐learning 2.0? Does this development have consequences for how i...
88 citations
TL;DR: In this paper, a survey based descriptive scanning model was used to determine the extent of total quality management (TQM) practices in primary schools based on teachers' perceptions, and how their perceptions are related to different variables.
Abstract: Purpose – The purpose of this paper is to determine the extent of total quality management (TQM) practices in primary schools based on teachers' perceptions, and how their perceptions are related to different variables.Design/methodology/approach – In this study, a survey based descriptive scanning model was used. This study was carried out in Malatya city centre on teachers working at primary schools. Using stratified sampling method, 21 schools and 420 teachers working in these schools were selected randomly. A total of 396 of the questionnaires were validated and evaluated. A total of six‐dimensioned and a 60‐itemed questionnaire was administered to these teachers. Data were analysed by SPSS program.Findings – In the perceptions of teachers, there were some problems with the indicators of TQM practices, especially on the dimension of change management. There were significant differences among teachers' perceptions on TQM practices depending upon the variables of branch, level of education and tenure, w...
75 citations
TL;DR: In this article, the authors provide a brief account of the PhD by published work focusing especially on quality assurance issues such as eligibility of candidates, the nature of the submission itself, supervision and assessment procedures.
Abstract: Purpose – The purpose of this paper is, first, to provide a brief account of the PhD by published work focusing especially on quality assurance issues such as eligibility of candidates, the nature of the submission itself, supervision and assessment procedures. Second, it seeks to offer a discussion of the criteria to be met by candidates in writing a critical appraisal as a central feature of the submission.Design/methodology/approach – The approach taken is that of an analytical, conceptual and discursive essay.Findings – There is still a lack of commonality in higher education about the nature of the PhD by published work. One way of gaining greater commonality would be to strengthen the use of the critical appraisal as an academic text which also should be required to meet the admittedly problematical standards of publishability.Research limitations/implications – The paper's main limitation is that many of its ideas and much of its information are derived from sources within the UK's higher education...
55 citations
TL;DR: It is emphasised that QA requires a supportive environment that explicitly recognizes quality as a work value and as an enabler for reaching organizational goals.
Abstract: Purpose – The purpose of this paper is to propose a process‐oriented lifecycle model for ensuring quality in e‐learning development and delivery. As a dynamic and iterative process, quality assurance (QA) is intertwined with the e‐learning development process.Design/methodology/approach – After reviewing the existing literature, particularly focusing on QA frameworks, procedures, and methodology, a process‐oriented model structured around three sequential non‐linear phases is presented: before: planning and analysis; during: design, prototype and production; and after: post‐production and delivery. This model is supported by an advanced information system used to organize, track, collect, and generate reports regarding QA changes and needed updates.Findings – Following a process‐oriented lifecycle approach, the paper emphasises that QA requires a supportive environment that explicitly recognizes quality as a work value and as an enabler for reaching organizational goals.Practical implications – The paper ...
46 citations
TL;DR: Learning communities have become a major reform effort in higher education as mentioned in this paper, by restructuring the curriculum and promoting creative collaboration, and learning communities represent a viable alternative in the quest for quality.
Abstract: Purpose – In the USA, as elsewhere, there is an ongoing need to improve quality in higher education. Quality improvement models from business have not been widely embraced, and many other approaches to accountability seem to induce minimal compliance. This paper aims to contend that learning communities represent a viable alternative in the quest for quality. By restructuring the curriculum and promoting creative collaboration, learning communities have become a major reform effort in US colleges.Design/methodology/approach – The paper provides an overview of learning community theory and core practices and four original case studies of institutions that have made learning communities a long‐term focus of their quality improvement efforts.Findings – Findings include: effective learning communities are clearly positioned, aimed at large arenas and issues and are central to the organization's mission; learner‐centered leadership is a key component of effective programs; learning communities offer a high lev...
41 citations
TL;DR: In this paper, a mail survey was sent to a random sample of 1,000 accounting professors employed at four-year universities and colleges in the USA and a total of 447 responses were returned for a response rate of 44.7 percent.
Abstract: Purpose – Student evaluation of teaching (SET) questionnaires are used in many countries, although much current research questions the validity of these surveys. US research indicates that more than 90 percent of academic accounting departments use this performance measurement. This paper aims to focus on the validity of SET data.Design/methodology/approach – A mail survey was sent to a random sample of 1,000 accounting professors employed at four‐year universities and colleges in the USA. A total of 447 responses were returned for a response rate of 44.7 percent. Statistical results of the survey for data are reported.Findings – Instructors engage in impression management when SET data are used for control purposes. Dysfunctional behavior of accounting instructors includes easy grading, inflating grades, course work deflation, and other defensive strategies which result in negative social implications. A significant 53 percent of the accounting instructors knew of other professors who have reduced gradin...
36 citations
TL;DR: In this article, the authors present the findings of an investigation into the contribution of parents to the financial management of secondary schools in Kericho district of Kenya, where a descriptive survey was used as a method of inquiry.
Abstract: Purpose – The management of secondary schools in Kenya has faced a number of challenges over the past few years. These challenges have been manifested in the many ways including lack of financial transparency, which culminate in unaffordable secondary schools fees. The aim of this paper is to present the findings of an investigation into the contribution of parents to the financial management of secondary schools in Kericho district of Kenya.Design/methodology/approach – The study was exploratory in approach with a descriptive survey being used as a method of inquiry. A sample size of 30 (47 percent) was selected from 64 secondary schools in the district. From this sample, proportional sampling was then used to get seven provincial and 23 district schools into the sample. Purposive sampling was used to get the schools from each category and the respondents from each school into the sample. Questionnaires and interview schedules were used to solicit information and perceptions from principals and students....
36 citations
TL;DR: In this paper, a 30-item questionnaire on service quality in higher education was developed and tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analyses.
Abstract: Purpose – HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is designed to measure service quality at a macro level (university level) and may be considered as a more generic measurement instrument. In higher education, new scales with a much narrower focus may need to be developed for micro levels within a university because of the unique nature of different academic units. The purpose of this paper is to develop an instrument for measuring service quality in the School of Physical Education and Sports Sciences, PESPERF (namely Physical Education and Sports Sciences PERFormance).Design/methodology/approach – A 30‐item questionnaire on service quality in higher education was developed and tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analyses. In total, 320 physical education and sports sciences students participated in the study in a ...
TL;DR: An integrated multiple criteria decision making approach is developed, which combines the analytic hierarchy process (AHP) and quality function deployment (QFD) to evaluate and select the best system for commercial virtual learning environment (VLE) systems.
Abstract: Purpose – The purpose of this paper is to measure the performance of commercial virtual learning environment (VLE) systems, which helps the decision makers to select the appropriate system for their institutions. Design/methodology/approach – This paper develops an integrated multiple criteria decision making approach, which combines the analytic hierarchy process (AHP) and quality function deployment (QFD), to evaluate and select the best system. The evaluating criteria are derived from the requirements of those who use the system. A case study is provided to demonstrate how the integrated approach works. Findings – The major advantage of the integrated approach is that the evaluating criteria are of interest to the stakeholders. This ensures that the selected system will achieve the requirements and satisfy the stakeholders most. Another advantage is that the approach can guarantee the benchmarking to be consistent and reliable. From the case study, it is proved that the performance of a VLE system being used at the university is the best. Therefore, the university should continue to run the system in order to support and facilitate both teaching and learning. Originality/value – It is believed that there is no study that measures the performance of VLE systems, and thus decision makers may have difficulties in system evaluation and selection for their institutions.
TL;DR: In this article, the critical incident technique (CIT) is used to categorise positive and negative student-lecturer interactions, to reveal quality dimensions of the lecturer, and to reconsider which attributes of lecturer are likely to cause satisfaction and which dimensions mainly lead to dissatisfaction.
Abstract: Purpose – This paper seeks to explore satisfactory and unsatisfactory classroom (student‐lecturer) encounters in higher education from a student's perspective.Design/methodology/approach – The critical incident technique (CIT) is used to categorise positive and negative student‐lecturer interactions, to reveal quality dimensions of the lecturer, and to reconsider which attributes of the lecturer are likely to cause satisfaction and which dimensions mainly lead to dissatisfaction. The study took place at a large commercial college. A total of 225 students took part in the study on a voluntary basis and reported 429 incidents. Respondents were aged between 16 and 21 years (mean age = 17.8). On average, every student provided 1.9 incidents.Findings – The results of the CIT study manifested nine quality dimensions of lecturer behaviour, confirming previous research in this area. Quality dimensions that were mainly mentioned in the negative incidents were classified as “dissatisfiers” (“expertise”, “communicat...
TL;DR: The features that distinguish the new framework from existing models are described and it is explained how these differences are tailored to develop the e‐learning design skills of academic staff and to encourage greater engagement with e‐ learning quality initiatives across the university.
Abstract: Purpose – The purpose of this paper is to introduce and describe the features of a new e‐learning quality framework developed for a large multi‐campus university. The framework is explicitly designed to improve the quality of e‐learning sites and the quality of online student learning, by developing the skills of the academics who design the sites.Design/methodology/approach – This is a conceptual paper. It examines a range of existing models and literature on evaluative frameworks in e‐learning and positions the new framework within that context. It describes the features that distinguish the new framework from existing models and explains how these differences are tailored to develop the e‐learning design skills of academic staff and to encourage greater engagement with e‐learning quality initiatives across the university.Findings – The paper identifies several features of the new framework that differ from other models and explains the inclusion of these features in terms of the support they provide fo...
TL;DR: It is found that the main factors impacting on the effectiveness of the QA procedures are the organisational position that these courses had within their institutions; the distributed configuration of course, teams; the disaggregated processes that character...
Abstract: Purpose – This paper reports on an empirical study exploring the way in which campus‐based higher education institutions (HEIs) in the UK apply their internal quality assurance and enhancement (QA/QE) procedures to their e‐learning courses. The purpose of this paper is to identify those characteristics of e‐learning courses which affected the capacity of these procedures to assure and enhance the quality of courses.Design/methodology/approach – A case study approach is selected as most appropriate for an in‐depth examination of the features of the courses as well as the way in which the procedures are applied. Two sets of data are collected and analysed from each of four e‐learning courses: QA documentation and interviews with stakeholders.Findings – It is found that the main factors impacting on the effectiveness of the QA procedures are: the organisational position that these courses had within their institutions; the distributed configuration of course, teams; the disaggregated processes that character...
TL;DR: In this paper, the authors investigate the role of signal quality in the quality of Master of Business Administration (MBA) education in Vietnam and find that signal quality has a positive impact on program quality.
Abstract: Purpose – Although it is well known that firms can use signals to inform consumers about the unobservable aspect of their products or services in a market where asymmetric information exists, research on the relationship between signal quality and service quality is largely ignored. The purpose of this study is to investigate the role of signal quality in the quality of Master of Business Administration (MBA) education in Vietnam.Design/methodology/approach – A sample of 457 MBA students in both local and international MBA programs in Ho Chi Minh, Vietnam, was used to test a model that incorporates the relationships between signal quality, program investments, perceived quality, and program loyalty by means of structural equation modeling.Findings – The results of this study indicate that signal quality has a positive impact on program quality. In addition, program investments affect both the signal quality and program quality, and program quality underlies program loyalty. Finally, no significant differe...
TL;DR: It studies and compares the current practices followed by libraries at open universities, which have proved trailblazers in distance education and proposes an action plan for distance learning libraries and offers suggestions for improving their library services.
Abstract: Purpose – The paper aims to study how the present distance learning libraries can improve upon their existing services and introduce new ones to enhance quality of services to distance learners.Design/methodology/approach – The paper includes a review of literature on quality assurance in open and distance education in general and student support services in particular. It studies and compares the current practices followed by libraries at open universities, which have proved trailblazers in distance education.Findings – This paper proposes an action plan for distance learning libraries and offers suggestions for improving their library services.Originality/value – This paper will be of interest to library science researchers and professionals working in distance learning libraries with responsibility for quality assurance.
TL;DR: In this paper, the authors examined the development and effectiveness of quality assurance as a competitive tool for Singapore's private tertiary education in an increasingly competitive global market, and found that quality assurance of private education in Singapore is still narrowly focused on business and management processes.
Abstract: Purpose – This paper aims to examine the development and effectiveness of quality assurance as a competitive tool for Singapore's private tertiary education in an increasingly competitive global market.Design/methodology/approach – A review of the growth of private education in Singapore is presented and issues related to quality and Singapore's quality assurance framework are discussed in this paper. The experience of “private schools”, that is, private tertiary education providers, in relation to quality assurance is documented through two case studies of two typical private schools in Singapore.Findings – It was found that quality assurance of private tertiary education in Singapore is still narrowly focused on business and management processes. The government has not yet imposed any form of regulatory framework to ensure that academic standards are upheld. Rather, private schools are relying heavily on their own initiatives to safeguard teaching quality.Practical implications – This paper reveals the ...
TL;DR: In this paper, the authors consider whether academic writing should be regarded as knowledge in the making and why all academic writing and concept-mongering should be continuously challenged, and conclude with the view that all academic writers and conceptmongering are properly open to rigorous challenge.
Abstract: Purpose – This paper seeks to consider whether academic writing should be regarded as knowledge in the making and why all such writing should be continuously challenged.Design/methodology/approach – The approach is that of a reflective discussion which considers academic writing in context, knowledge, reflectiveness and helping others to contest academic writing.Findings – The paper concludes with the view that all academic writing and concept‐mongering are properly open to rigorous challenge.Research limitations/implications – The paper is limited by its presentation of one writer's stance or point of view. Some may also consider this a strength.Practical implications – Academic developers and those interested in helping train academic writers especially, but not exclusively, at the postgraduate level should find the ideas presented useful sources for further conversations.Originality/value – The main value of the paper is that it summarizes a view of academic writing not as objective or neutral but as p...
TL;DR: In this paper, the authors report on a research project investigating the academic voice in higher education quality in the UK and the Czech Republic, and present the concerns and issues voiced by the academics and higher education leaders in both higher education systems.
Abstract: Purpose – This paper sets out to report on a research project investigating the academic voice in higher education quality in the UK and the Czech Republic. It aims to describe the origins and reasons for introducing quality monitoring and assurance into higher education, showing the differences and impacts on higher education quality in England and the Czech Republic, including the current practices and presenting the concerns and issues voiced by the academics and higher education leaders in both higher education systems.Design/methodology/approach – The research utilised a critical event narrative inquiry method, which focuses on issues of complexity and human‐centredness in studied phenomena. In this way the method addresses issues that are frequently overlooked by quantitative research methods. It is argued that, by extracting “critical events,” the method is more efficient in dealing with large amounts of data, which often result from the use of qualitative research methods. In the presented researc...
TL;DR: In this article, the authors identify economic and cultural factors that affect the number of top-300 universities in each country and the independent variables of gross domestic product (GDP), corruption perception, press freedom, and power distance.
Abstract: Purpose – The ranking of top universities in the world has generated increased interest in the factors that enhance university performance. The purpose of this paper is to identify economic and cultural factors that affect the number of top ranking universities in each country.Design/methodology/approach – This paper first identifies the number of universities ranked among the first 300 in the world. Multiple regression is used to determine the relationship between the number of top ranked universities per country and the independent variables of gross domestic product (GDP), corruption perception, press freedom, and power distance.Findings – Regression analysis revealed that the number of top ranked universities per country increased with GDP and lack of corruption, but decreased with decreased press freedom and higher power distance.Research implications/limitations – This paper paves the way for further research on cultural, social, economic and political factors that affect university excellence. Simi...
TL;DR: In this article, the authors report on findings of research into the institutional and individual influences on engaging in professional development (PD), reflecting on how PD might be made available in ways which could support quality in e-learning.
Abstract: Purpose – The paper reports on findings of research into the institutional and individual influences on engaging in professional development (PD), reflecting on how PD might be made available in ways which could support quality in e‐learning.Design/methodology/approach – The paper presents findings of a research project exploring factors influencing engagement in e‐learning PD within New Zealand tertiary education institutions. The research comprised an online survey of 408 individuals in three polytechnics and two universities and 40 qualitative interviews ascertaining beliefs, experiences and practices of staff regarding e‐learning PD.Findings – The survey and interviews suggest there are numerous factors which both help and hinder quality of engagement in e‐learning PD. Most PD engaged in by staff is informal. Engagement in formal PD is influenced by organisational structure, co‐ordination, poorly developed and/or implemented e‐learning policy, differences in managerial support, and individual beliefs ...
TL;DR: Practical mechanisms and tools used for quality assurance processes in an evolving, dual mode university, adopting ICTs in the provision of open and distance learning are described.
Abstract: Purpose – In 2004, the University of the West Indies Distance Education Centre (UWIDEC) began incorporating the use of new information and communication technologies (ICTs) in the delivery of its programmes and courses, taking a “blended learning” approach. There is a recognition, however, of the need to ensure the quality of the programme offerings particularly in light of the new move toward the use of ICT. Prior to 2004, UWIDEC had implemented a set of quality assurance procedures for the development of its print materials, however these procedures do not provide for quality in the use of the new ICT, including web‐based tools. The purpose of this paper is to describe practical mechanisms and tools used for quality assurance processes in an evolving, dual mode university, adopting ICTs in the provision of open and distance learning. The context and unit of analysis for the case is the UWIDEC.Design/methodology/approach – This paper, using a descriptive, single‐case study approach, explores the processe...
TL;DR: In this article, the authors present a framework that can be utilized in the design of graduate employer surveys carried out by tertiary institutions as a form of monitoring their graduate attributes, and identify the potential issues and challenges that may be involved in undertaking such a survey.
Abstract: Purpose – The purpose of this paper is to present a framework that can be utilized in the design of graduate employer surveys carried out by tertiary institutions as a form of monitoring their graduate attributes. It further aims to identify the potential issues and challenges that may be involved in undertaking such a survey.Design/methodology/approach – The paper describes an approach to administering a graduate employer survey conducted at Monash University, Australia. The survey utilized a combination of means, involving telephone, e‐mail and mail‐outs. During a period of approximately four months, 2,753 companies were contacted and response was obtained from 464 of them. The survey instrument was based on 23 graduate attributes. In the course of the survey, employers were asked to rate graduate attributes in terms of importance and their satisfaction with the extent to which each of these attributes was demonstrated by Monash University graduates employed by the particular company. Open‐ended feedbac...
TL;DR: In this article, the structure, underlying premise and applications of a 2007 US text on doctoral education were examined. But the authors focused on the structure and underlying premise of the text.
Abstract: No abstract published: This invited book review examines the structure, underlying premise and applications of a 2007 US text on doctoral education