Purpose: This paper aims to create a theoretical model of student involvement in the institutional quality assurance process at their universities. Design/methodology/approach: The model suggested in this paper was created and developed from a critical examination of relevant literature on stakeholder involvement in decision making and quality…

Purpose: The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia. Design/methodology/approach: This research used focus group discussions with 19 students who had been…

Purpose: Doctoral candidates are now located within a research context of performativity where the push to successfully complete in a timely manner is central. The purpose of this paper is to develop a model of completion mindset within a completion context to assist research students and supervisors. Design/methodology/approach: The research was…

Purpose: This paper aims to analyse how learning levels differ within and between degrees and diplomas with specific application to the Bachelor of Applied Business Studies degree and the New Zealand Diploma of Business, which are delivered at a New Zealand polytechnic. Design/methodology/approach: A literature review and content analysis of…

Purpose: This case study aims to demonstrate that lean principles and practices utilized in industry can be successfully applied to improve higher education administrative processes through an innovative and engaging learning experience involving undergraduate students. Design/methodology/approach: This is a first-hand account by the instructor of…

Purpose: This paper aims to develop and empirically test the performance-based higher education service quality model. Design/methodology/approach: The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha.…

Purpose: The purpose of this paper is to measure and compare the performance of Portuguese secondary schools. Design/methodology/approach: Some data on the schools were collected via an electronic questionnaire sent to 103 secondary schools of the centre region of Portugal; other needed data were available through the Centre Regional Education…

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.…

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…

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…

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…

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…

Purpose: This paper seeks to discuss the characteristics that shape a model to manage eLearning in a large, predominantly campus-based university. It focuses on how such a model can provide a sustainable approach to supporting eLearning for more than 40,000 students while still managing basic quality assurance for the University executive and the…

Purpose: This paper seeks to model and compute productivity, including a measure of quality, of a service which does not have marketable outputs--namely public education at the micro level. This application is a case study for Sweden public schools. Design/methodology/approach: A Malmquist productivity index is employed which allows for multiple…

Purpose: To propose an evaluation model for the quality implementations in higher education through an analysis of quality systems and program evaluation using a systems approach. Design/methodology/approach: Theoretical background, research and practice of the quality systems in higher education and program evaluation are analysed in conjunction…