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ERIC Number: EJ801874
Record Type: Journal
Publication Date: 2004
Pages: 14
Abstractor: As Provided
Reference Count: 72
ISSN: ISSN-0968-4883
Importance-Performance Analysis: A Useful Tool for Directing Continuous Quality Improvement in Higher Education
O'Neill, Martin A.; Palmer, Adrian
Quality Assurance in Education: An International Perspective, v12 n1 p39-52 2004
This paper addresses the issue of service quality evaluation within the higher education sector and stresses the need to develop measures that are both psychometrically and practically sound. The paper argues that recent debate surrounding the development of such measures has been too strongly geared toward their psychometric performance, with little regard for their practical value. While the paper supports the need to develop valid, reliable and replicable measures of service quality, it is suggested that educators must not lose sight of the original purpose for which these measures were designed, i.e. their practical value in informing continuous quality improvement efforts. It critiques the use of disconfirmation models and reports on a study of students' perceptions of quality using importance-performance analysis (IPA). The technique allows specific failings in the quality of support issues to be identified and their importance to a quality improvement programme assessed. (Contains 3 tables and 1 figure.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Australia