Purpose: This paper aims to present the lessons learned during the design and implementation of a quality assurance system (QAS) in an academic unit and considers the regulatory changes to institutional accreditation in Chilean higher education, the international standard ISO 21001:2018, and the stakeholders' requirements.…

Purpose: This paper aims to propose a performance measurement system to evaluate the key aspects of entrepreneurial activities in Brazilian universities. Design/methodology/approach: This study was developed in two phases. Both phases consisted of a survey sent to Brazilian universities (public, private and not-for-profit) whose technology…

Purpose: The purpose of this paper is to study how quality assurance (QA) has impacted Argentina's higher education system, how QA tasks are reflected on the organizational structure of institutions, which kind of professional profiles the new QA staff assume and to what extent university life is reconfigured from these changes.…

Purpose: Competitive universities try to improve their reputation to attract the best students as university reputation is a significant factor affecting the decision of a student. In this context, universities need a systematic management plan to improve their reputation among the stakeholders. This study aims to identify the factors affecting…

Purpose: This paper aims to report and analyze the lessons learnt from a case study of the implementation of the move from onsite to online learning at a Sino-Foreign higher education institution. Design/methodology/approach: This paper reports a case study based on an analysis of three elements of the move to digital education during the COVID-19…

Purpose: The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a…

Purpose: This paper aims to analyse the relationship between two measures of university quality, the outcome and other characteristics of a mandatory accreditation and the university position in the national ranking. Design/methodology/approach: Natural language processing (NLP) models are used to calculate the sentiment indicators for 1,850…

Purpose: This paper aims to investigate how global university rankings interact with quality and quality assurance in higher education along the two lines of investigation, that is, from the perspective of their relationship with the concept of quality (assurance) and the development of quality assurance policies in higher education, with…

Purpose: The purpose of this study is to share quality process experience from a US comprehensive university to use both direct (participation rate and assessment quality) and indirect assessment measures (assessment survey) to evaluate the quality process. Design/methodology/approach: A mixed method design was used to evaluate the quality…

Purpose: The purpose of this study is to analyze the relationship between quality assurance, the traditional "a priori" approach, and a more recently developed empirical classification of universities, as a means of assessing whether the different classification systems fulfill their original purpose. The study analyzes Chilean…

Purpose: This study aims to examine six South African universities with a particular focus on the quality of teaching and learning. Design/methodology/approach: A qualitative case study approach was adopted and data were mainly generated by means of open-ended questionnaires. The questionnaire was circulated to approximately 1,800 students and 746…

Purpose: The purpose of this paper is to assess the differences pertaining to the resources presently accessible for problem-based learning (PBL) among six colleges of Kwame Nkrumah University of Science and Technology (KNUST) in Ghana. Design/methodology/approach: Data for the study are the cross-sectional type drawn from 1,020 students. Poisson…

Purpose: This paper aims to identify and test four competing models with the interrelationships between students' perceived service quality, students' satisfaction, loyalty and motivation using structural equation modeling (SEM), and to select the best model using chi-square difference (??2) statistic test. Design/methodology/approach: The study…

Purpose: The purpose of this study is to investigate the effect of Malaysian public universities' service quality on international student satisfaction, institutional image and loyalty. Design/methodology/approach: A total number of 400 questionnaires were distributed to international students, selected using convenience sampling technique, at…

Purpose: This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach: The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality…