Application of Servqual Method for Evaluation of Quality of Educational Services at the University of Higher Education - Polish Journal of Management Studies

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Application of Servqual Method for Evaluation of Quality of Educational Services at the University of Higher Education

Abstracts > Vol 9

APPLICATION OF   SERVQUAL   METHOD   FOR EVALUATION  OF  QUALITY OF  EDUCATIONAL  SERVICES   AT   THE UNIVERSITY   OF HIGHER   EDUCATION
Ulewicz R.

Abstract:  The quality of   provided educational   service ,  its perception   by students   as well as   employers   in the market   is an important element   in the positioning of   future employee   in the labour market .  We can conclude   that the completion of   the university   with an established reputation   can help   in a graduate   career .  There is therefore a   necessity ,  not only   statutory   but   also   market , to research  quality and integrity of   provided educational   services . The article presents research results of quality of provided services based on the level of satisfaction of students majoring in Management and Production Engineering at the Faculty of Management of the Czestochowa University of Technology. The study will be expanded in the future on the results of perception of quality of educational services from the perspective of employers who employ students of analyzed university.

Key words: servqual, quality management, high education, service management

Introduction

Dynamically   changing requirements   (expectations )  of internal stakeholders   ( students)  as well as   external stakeholders   ( employers  -   the labour market)   require   from the university   to take action   to provide   professional   educational service   tailored to the   current market situation.   In order to increase   the competitiveness of   the Faculty of Management  there  were carried out   research aimed at   the indication of the areas,   in the opinion of   students   (the first   stage of the research ),  in which the   implementation of   improvement activities   will be an opportunity   to enhance   the reputation of the   organization in the   market of educational services [1, 2] .
The student   is a link   located on the   input and output   of processes carried out   at   the university   and in fact   it   assesses their   efficiency   and effectiveness.   Therefore, the   Faculty of   Management  of the  Częstochowa University of Technology   is still   looking for answers   to the question ,  what are the actual expectations of customers   ( students and  employers)   in relation to   co-operation   with the university   and what are   their needs   in relation to   educational service   offered .  Proper   identification of   customer needs   and   quick   following their   changes   allows you to   adjust to the   demands of the market   and   gives the possibility   of high   positioning   in the ranking of   universities .  It is therefore important   to use   tools that   allow you to   study   potential needs of   students   and past   employers   as well as   the degree   of their satisfaction .  For   the process of   quality improvement   and external   concerning   previously   provided   educational service   is crucial   to know   the opinion of   internal stakeholders.

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Summary

Carrying out Servqual survey and analysis of results allowed assessing the quality of educational service at Management and Production Engineering field of study. On average, for each group of attributes and for the whole there was obtained negative value. This means that the expectations of students who participated in the study were higher than the perception of the actual service. The overall average for five groups of service quality attributes is -0.43. This indicates a great opportunity for improvement in the entire service providing cycle. At the Management Faculty are carried out activities aimed at continuous improvement of educational services. At Faculty operates an internal system of quality assurance, the purpose of which is to meet the expectations of internal and external stakeholders. The system takes into account the needs of internal stakeholders and external. Therefore, an important element in the process of improving the quality of services is knowledge on the perception of the service by the beneficiaries this is employers. It was only knowledge of the quality of service from the point of view of the employer and graduate as well as the university employee will allow a comprehensive assessment of provided educational services by the Faculty of Management.


References

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ZASTOSOWANIE METODY SERVQUAL DO OCENY JAKOŚCI USŁUG EDUKACYJNYCH NA UCZELNI WYŻSZEJ


Streszczenie: Jakość świadczonych usług edukacyjnych, jej postrzeganie przez studentów, jak i pracodawców na rynku jest istotnym elementem umiejscawiania przyszłego pracownika na rynku pracy. Możemy stwierdzić, że ukończenie uczelni o ugruntowanej renomie może pomóc w karierze absolwenta. Istnieje zatem konieczność, nie tylko ustawowa, ale także rynkowa, do badania jakości i integralności świadczonych usług edukacyjnych. W artykule zaprezentowano wyniki badań jakości świadczonych usług na podstawie poziomu satysfakcji studentów kierunku Zarządzanie i Inżynieria Produkcji na Wydziale Zarządzania Politechniki Częstochowskiej. Badanie zostanie w przyszłości rozbudowane o wyniki postrzegania jakości usług edukacyjnych z perspektywy pracodawców, którzy zatrudniają studentów analizowanej uczelni wyższej.


Słowa kluczowe: servqual, zarządzanie jakością, wyższe wykształcenie, zarządzanie usługami.


方法中的应用 SERVQUAL 的在大学高等教育的教育服务质量的评价
摘要:提供教育服务的质量,它的学生,以及雇主在市场中的悟性是定位未来雇员在劳动力市场中的重要组成部分。我们可以得出结论完成既定的名誉大学可以帮助毕业生的职业生涯中。因此有必要的并非只有法定但还市场研究质量和完整的提供的教育服务。文章介绍了研究成果的基础的专业管理和生产工程在琴科技大学管理学院学生的满意程度的提供服务的质量。研究将在未来扩大视角的雇主雇用分析大学的学生教育服务质量感知的结果。
关键词: servqual、 质量管理、 教育水平高,服务管理。



 
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