Mapping Stakeholder Perceptions of Service Quality: Development and Initial Validation of the e-Qual Assessment Tool in Higher Education Institutions | Chapter 1 | Language, Literature and Education: Research Updates Vol. 8

 

The quality of education, especially at the higher education level, is pivotal in shaping employable, globally competitive graduates. Students and families increasingly prioritise institutions recognised for quality education, viewing them as gateways to successful and fulfilling careers. In pursuit of quality and excellence in educational institutions, it is increasingly important to identify the demands and needs of stakeholders. Service quality has been identified as one such demand. The purpose of the current study was to develop and validate a quality service assessment tool based on the SERVQUAL Model to describe the service quality in a Higher Education Institution. This study utilised a development and descriptive-evaluative research design to create and validate a Quality Service Assessment Tool grounded in the SERVQUAL model. The assessment tool was subsequently administered to a total of 105 respondents, comprising students, faculty, non-teaching staff, and external stakeholders. Its distribution via Google Forms enabled a broad reach and convenient data collection. The sources of data were the heads and personnel of the different clusters of CBSUA. The study involved the adaptation and pilot testing of the model tailored for CBSUA offices. The data were treated statistically using the weighted mean and rank. Initial validation of the tool was conducted through pre-testing with a small and diverse group composed of students, faculty, non-teaching staff, and alumni. To ensure the tool's validity, expert review was also conducted. The weighted-mean scores for the five SERVQUAL dimensions across the offices of the University President, Research and Innovation, Administration and Finance, Business and External Affairs, and Academic Cluster demonstrate that respondents find all five dimensions to be appropriate for assessing the service quality of each office. The relatively high scores across all dimensions highlight the importance of Tangibility, Assurance, Reliability, Responsiveness, and Empathy in shaping stakeholders' perceptions and expectations of service quality within an educational institution. While some dimensions hold greater importance for specific offices due to their unique roles and responsibilities, all dimensions are nonetheless essential for evaluating the overall service quality in each context. The findings align with previous research on the applicability of the SERVQUAL model across various contexts, including higher education institutions. Ultimately, the results underline the significance of maintaining a high level of service quality across all dimensions in each office, as this is crucial for ensuring stakeholder satisfaction and fostering a positive reputation for the university. It is suggested that similar research be undertaken across all State Universities and Colleges (SUCs) in the Bicol Region to broaden the scope of validation and applicability.

 

Author(s) Details:-

Melinda Parro-Pan
Central Bicol State University of Agriculture –San Jose, Pili, Camarines Sur, Philippines.

 

 

Please see the book here :- https://doi.org/10.9734/bpi/lleru/v8/6120

 

Challenges Faced by Teachers and Students at Apayao State College When Using Modular Distance Learning Model: Basis for Intervention | Chapter 1 | Research Perspectives of Microbiology and Biotechnology Vol. 4

The main objective of this study is to identify the problems encountered by the teachers and students in the implementation of modular distance learning modality in the BEEd Department of Apayao State College – Luna Campus, Philippines. Distance learning became the immediate response of academic institutions to sustain the learning continuity of the students. This learning delivery modality has different types that include online distance learning, TV or radio-based instruction, and modular distance learning. The study used a descriptive phenomenological approach to identify the problems encountered by teachers and students in implementing modular distance learning, as well as the possible solutions to the identified problems. The study was conducted among the teachers and students of the Bachelor of Elementary Education Department (BEEd) of Apayao State College – Luna Campus in the Philippines. Four (4) BEEd program mainstay teachers and ten (10) BEEd students were approached to request their voluntary involvement as key participants in the study. Data were analyzed using a thematic analysis approach to find any patterns in the participants’ responses by transcribing, organizing, and coding. Findings revealed four (4) themes of problems related to the preparation of printed learning materials; management in the distribution of printed learning materials; retrieval of students’ activities and outputs; and checking of students’ activities and outputs identified by teachers. Using digital technology to learn the lessons, such as recorded instructional videos and tutorial sites or links, may be beneficial. The quantity and level of difficulty of the activities to be given can be determined by considering the students' competency and ability to complete the tasks. Students also identified two (2) themes of problems they had in using modular distance learning that are related to the submission of their activities and outputs, as well as their capability to learn independently. School administrators can use the findings of this study to develop interventions, programs, and activities to address issues in the implementation of the modular distance learning modality. Schools may conduct relevant training, seminars, and workshops for teachers and students to upgrade their knowledge, skills, and competence in implementing modular distance learning modalities.

 

 

Author(s) Details

 

Marfred T. Sanchez

Apayao State College, San Isidro Sur, Luna, Apayao 3813, Philippines

Ruth A. Tumaneng

Apayao State College, San Isidro Sur, Luna, Apayao 3813, Philippines.

Shane Pearl Lae S. Espanol

Apayao State College, San Isidro Sur, Luna, Apayao 3813, Philippines.

 

 

Please see the link:- https://doi.org/10.9734/bpi/cpassr/v2/207

Assessing Students' Experiences of Teaching and Learning in Higher Education Institution: The Case of University of Technology, South Africa | Chapter 4 | Progress in Language, Literature and Education Research Vol. 3

The paper offers cognitive explanations for semantic and educational issues that arise on account of the accelerated misfortune of cultural and linguistic variety in heterogeneous backgrounds in Central-Eastern Europe, deducible mainly to the decline in the number of native ethnic minorities. The aim search out analyze the cognitive mechanisms of language and education shift using information from the psychology of learning (one who operates a machine and classical conditioning) and ambition, seeking answers to the following research questions: 1) What are the attainable psychological explanations of the decrease of youth language use, and semantic and cultural shift?, and 2) What are the guiding law that should pass away into consideration when choosing the medium of instruction/instruction for inborn ethnolinguistic children in Central-Eastward Europe to mitigate this decrease? A orderly review conducted on sources from the field of the therapy of multilingualims running the SCOPUs database, and the used behaviour analysis (ABA) on picked sources has shown that aforementioned a systematic study is missing. The context of the study is the debate between delegates of pluralistic conceptions and their opponents over terminology use,  cultural diversity and instructional practice in heterogeneous regions. Analysing these views it equipped that the linguistic and enlightening shift can be, at least somewhat, explained accompanying the mechanisms of positive support, punishment, preventing, and with the ideas of learned helplessness and sudden exposure to different culture. Regarding instructional practice strong models of multilingual education offer habits to slow down the decrease of difference. The Minority SafePack Initiative that demands protection of European vocabulary minorities seems reasonable. It is concluded that further research is wanted on interactions between decline of semantic, cultural and different cultures in a society and several developmental processes in minors.

Author(s) Details:

Khanyisile Nelisiwe Ntuli,
Department of Chemical Engineering, Durban University of Technology (DUT), South Africa.

Musawenkosi Ngibe,
Durban University of Technology (DUT), South Africa.

Please see the link here: https://stm.bookpi.org/PLLER-V3/article/view/12870

Keywords: Student-centered approach, student-centered environment, higher education institution, university of technology, student centered-teaching and learning, student experience

What do Students Want from a College? : A Critical Study of the Expectation of Students | Chapter 8 | Research Highlights in Language, Literature and Education Vol. 6

 Gross Enrolment Ratio (GER) in India is 26.3, that is lower than the globe average and much lower than most of the grown countries. Although skilled could be many reasons for this reduced enrollment percentage, one of the main reason could be that students don’t receive what they are looking for in the institutes of university. A survey was conducted to determine what exactly scholars are looking for from the organization. The findings of the survey is bestowed in this paper.

Author(s) Details:

Narayan Bhat,
Director, Xavier Block, St Aloysius College (Autonomous), Mangaluru, Karnataka, India.

Alwyn D’sa,
Registrar, St Aloysius College (Autonomous), Mangaluru, Karnataka, India.

Please see the link here: https://stm.bookpi.org/RHLLE-V6/article/view/10804