Purpose: This research sought to empirically identify context specific dimensions of service quality at Zimbabwean State Universities. The study also sought to measure the 'university-wide' overall service quality at National University of Science and Technology (NUST) and to explore differences in service quality perception based on selected…

Purpose: This paper focuses on students' perceptions of the quality of non-academic services received in higher education. While the important role played by expectations and perceptions in students' evaluations of such services has been discussed in much of the service quality literature, there is insufficient work in the private tertiary…

This study was carried out to determine the impact of affirmative action policy on the quality service delivery in the public service sector of Kenya. The study was carried out on the premise that there is a relationship between affirmative Action implementation and the quality of service delivery in the public service sector of Kenya. A lot of…

This study aims at evaluating perceived service quality in Zanjan University of Medical Sciences (ZUMS). This study was cross-sectional and authors surveyed educational services at ZUMS. Through stratified random sampling, 384 students were selected and an adapted SERVQUAL instrument was used for data collection. Data analysis was performed by…

The purpose of this study was to evaluate the service quality of the hotels which are provided sport tourism by athletes according to some variables. The research was conducted with cross-sectional research method as one of the general survey models and relational screening model. Target group of the study also constituted the sample group. This…

This paper presents a developed higher education quality assessment model (HEQAM) that can be applied for enhancement of university services. This is because there is no universal unified quality standard model that can be used to assess the quality criteria of higher education institutes. The analytical hierarchy process is used to identify the…

The gap between numbers of job seeker and employment opportunity had triggered HEIs in developing the best curriculum in equipping their graduates with relevant skills to face the competitive and challenging world of employment. Graduate Tracer Studies are essential as a way of understanding the relevance and quality of programs offered by the…

This case study investigates the pedagogical leadership role of the Adult Education Officer (AEO) in the area of Vocational Education and Training (VET) to meet the requirements of the Bruges Communiqué (2010). The study found that the AEOs interviewed are working to implement a confused system imported from other countries that has yet to be…

Purpose: It is not easy to grasp the concept of "value" in the higher education context. In fact, different stakeholders generally hold diverging perspectives about the value generated by Higher Education Institutions (HEIs). The purpose of this paper is to disentangle the value expectations and perceptions of current and former students…

No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman's five Servqual dimensions. The assessment was…

In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…

This qualitative study was done on the head teacher's choice of leadership styles and their implication for better performance using one selected Private school in Mukono District (Uganda). It established that, head teacher's choice of leadership styles did not cause any hindrances amongst his staff so they worked harmoniously to achieve the set…

In recent years, governmental policy changes have exerted significant impact on the structural transformation, role diversity and commercialisation of national quality assurance agencies in many nations. Due to policy change, ongoing structural transformation and emerging roles, four national quality assurance agencies in Australia, Japan,…

Purpose: The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities' students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach: A cross-sectional survey was conducted targeting students at…

The researchers explored whether implementation of a systematic outcomes-based assessment process is necessary for demonstrating quality in service learning programs at a two-year and a four-year institution. The findings revealed that Western Community College and the University of the Coast maintained quality service-learning programs, which met…