The document analyzes accommodation facility service quality aspects and student satisfaction levels at the Asian Institute of Technology in Thailand. It begins with an introduction that establishes the background and objectives of the study, which are to identify factors affecting accommodation service quality and analyze the relationship between service quality and student satisfaction. The scope is limited to accommodation facilities at AIT.
The literature review covers topics like facility management, facilities in universities, accommodation facility management services, and customer satisfaction measures. Qualitative data was collected through semi-structured interviews with 10 students living in AIT dorms for over 1 year. Open coding of the interviews identified codes related to cleaning staff attitudes, maintenance staff skills, administrative staff behaviors, room and facility qualities, and policies.
The document presents research on factors that affect participant satisfaction at a flight training center in Vietnam. The research identifies four key factors that influence satisfaction: instructors, reliability, participant-focused activities, and facilities. Participant-focused activities, such as interactive communication channels and a comfortable learning environment, have the strongest impact on satisfaction. The study recommends improvements in these areas, especially developing more participant-centered activities and motivating instructors, to increase overall satisfaction.
The document discusses the concepts of validity and reliability in educational assessment. It defines validity as the accuracy of inferences made based on assessment results, particularly whether an assessment truly measures the intended learning outcomes. There are three main types of validity evidence: content, criterion, and construct-related evidence. An assessment is valid if it represents the targeted learning content and yields results that correlate with other measures of the same skills. Threats to validity include unclear instructions, inappropriate test items, and other technical flaws. Maintaining validity requires careful test construction and alignment between assessments, curriculum, and instruction.
Item analysis is a process used to evaluate test questions and assess the quality of a test. It involves both qualitative and quantitative procedures. Quantitatively, it examines the difficulty index, discrimination index, and distractor power of each question. The difficulty index indicates how many students answered correctly, the discrimination index shows if a question distinguishes between high- and low-scoring students, and distractor power evaluates the effectiveness of incorrect answer options. Conducting item analysis helps improve the validity and reliability of assessments by identifying high- and low-quality questions.
Ontology Diagrams for Successful Knowldge Capture and TransferBrandon Olson
The document describes an ontology engineering process used to develop ontology diagrams for a university's assessment system. It includes an agenda that covers the business case, relevant theory, collaborative process used, product developed which are specification documents and diagrams, and positive results including improved understanding and communication for stakeholders. The process involved inventorying artifacts, developing specifications, diagramming anchor ontology models, and collaborative review and revision. The product included specifications describing entities like evaluators, evaluees, assessments, and their relationships to capture the assessment domain.
The document discusses using the many-facet Rasch model (MFRM) to analyze performance assessments in an unbiased way. MFRM accounts for differences between examiners, exam content difficulties, and candidate abilities to calculate fair scores. It structures assessments so examiners rate candidates on skills within standardized patient scenarios. This allows modeling examiner severity and scenario difficulty while obtaining information efficiently. MFRM places all exam components on a linear scale and models rating probabilities as a function of ability and difficulty adjustments.
Authentic assessment of affective domain in medical educationK Raman Sethuraman
This document discusses optimum methods for assessing the affective domain in medical education. It recommends assessing desirable professional attributes through authentic assessments using real-world tasks. Effective tools include checklists, rating scales, and rubrics. Rubrics are most informative as they describe different performance levels. Authentic assessments include evaluations by supervisors, peers, self, and standardized patients through longitudinal observations, clinical vignettes, and direct observations. Assessing affective outcomes formatively over time using authentic tasks and rubrics best follows the advice to assess important rather than convenient outcomes.
The document presents research on factors that affect participant satisfaction at a flight training center in Vietnam. The research identifies four key factors that influence satisfaction: instructors, reliability, participant-focused activities, and facilities. Participant-focused activities, such as interactive communication channels and a comfortable learning environment, have the strongest impact on satisfaction. The study recommends improvements in these areas, especially developing more participant-centered activities and motivating instructors, to increase overall satisfaction.
The document discusses the concepts of validity and reliability in educational assessment. It defines validity as the accuracy of inferences made based on assessment results, particularly whether an assessment truly measures the intended learning outcomes. There are three main types of validity evidence: content, criterion, and construct-related evidence. An assessment is valid if it represents the targeted learning content and yields results that correlate with other measures of the same skills. Threats to validity include unclear instructions, inappropriate test items, and other technical flaws. Maintaining validity requires careful test construction and alignment between assessments, curriculum, and instruction.
Item analysis is a process used to evaluate test questions and assess the quality of a test. It involves both qualitative and quantitative procedures. Quantitatively, it examines the difficulty index, discrimination index, and distractor power of each question. The difficulty index indicates how many students answered correctly, the discrimination index shows if a question distinguishes between high- and low-scoring students, and distractor power evaluates the effectiveness of incorrect answer options. Conducting item analysis helps improve the validity and reliability of assessments by identifying high- and low-quality questions.
Ontology Diagrams for Successful Knowldge Capture and TransferBrandon Olson
The document describes an ontology engineering process used to develop ontology diagrams for a university's assessment system. It includes an agenda that covers the business case, relevant theory, collaborative process used, product developed which are specification documents and diagrams, and positive results including improved understanding and communication for stakeholders. The process involved inventorying artifacts, developing specifications, diagramming anchor ontology models, and collaborative review and revision. The product included specifications describing entities like evaluators, evaluees, assessments, and their relationships to capture the assessment domain.
The document discusses using the many-facet Rasch model (MFRM) to analyze performance assessments in an unbiased way. MFRM accounts for differences between examiners, exam content difficulties, and candidate abilities to calculate fair scores. It structures assessments so examiners rate candidates on skills within standardized patient scenarios. This allows modeling examiner severity and scenario difficulty while obtaining information efficiently. MFRM places all exam components on a linear scale and models rating probabilities as a function of ability and difficulty adjustments.
Authentic assessment of affective domain in medical educationK Raman Sethuraman
This document discusses optimum methods for assessing the affective domain in medical education. It recommends assessing desirable professional attributes through authentic assessments using real-world tasks. Effective tools include checklists, rating scales, and rubrics. Rubrics are most informative as they describe different performance levels. Authentic assessments include evaluations by supervisors, peers, self, and standardized patients through longitudinal observations, clinical vignettes, and direct observations. Assessing affective outcomes formatively over time using authentic tasks and rubrics best follows the advice to assess important rather than convenient outcomes.
ITEM ANALYSIS 2023.pptx uses for exam development especially national examina...GalataaAGoobanaa
This information from the option analysis helps us evaluate:
- How well the item and its distractors are functioning.
- Whether the correct answer and distractors are attracting responses as expected based on student ability.
For this item:
- The difficulty level (p-value) is 18/30 = 0.6, so the item is of moderate difficulty, not too easy or hard.
- The discrimination is (18-3)/15 = 0.8, which is excellent. This means the item is clearly distinguishing between higher and lower performing students.
- The distractors are functioning reasonably well, with the lower group being more likely to choose them than the higher group.
So in summary, this item
This study used SERVQUAL to measure service quality gaps in a university's business program from students' perspectives. The results showed negative quality gaps in all SERVQUAL dimensions (tangibles, responsiveness, reliability, empathy), indicating overall dissatisfaction. Tangibles had the largest negative gap while reliability had the smallest. To improve quality, management should address deficiencies across all dimensions.
Broad Problem Statement: The feedback time for examination results is taking too long. The target feedback time is within 2 weeks but the actual feedback time is 4-6 weeks. This causes frustration to students and parents.
VOC + Project Scoping (SIPOC): Students and parents want timely feedback to know their performance and areas for improvement. The process involves teachers checking and recording exam results, HOD reviewing and approving results, and registrar releasing results.
VOC + Process Map + Data Gathering and Presentation: See attached process map and data on actual vs target feedback time. Majority of students and parents are dissatisfied with the long wait time.
Problem Definition: The long examination results feedback time.
The document discusses assessment methods and principles in medical education. It begins by defining assessment as determining the extent to which students achieve instructional objectives. It then outlines Miller's pyramid of assessment as a framework, with levels including "knows," "knows how," "shows how," and "does." Different assessment tools are suited to different levels of the pyramid. The document also covers principles of assessment like reliability, validity, and feasibility. It describes factors that influence reliability and different types of validity. Overall, the summary emphasizes the importance of selecting appropriate assessment methods based on learning objectives and ensuring assessments are reliable, valid, and feasible.
Analysis of Multiple Choice Questions (MCQs): Item and Test Statistics from a...iosrjce
IOSR Journal of Dental and Medical Sciences is one of the speciality Journal in Dental Science and Medical Science published by International Organization of Scientific Research (IOSR). The Journal publishes papers of the highest scientific merit and widest possible scope work in all areas related to medical and dental science. The Journal welcome review articles, leading medical and clinical research articles, technical notes, case reports and others.
Item analysis involves statistical analysis of test items to evaluate their effectiveness. It examines student responses to individual test questions to assess question and overall test quality. Key indicators include the item difficulty index, item discrimination index, and distractor power analysis. Conducting regular item analysis helps improve instruction, identifies areas needing remediation, and builds a bank of high-quality test questions.
The document discusses the concepts of reliability, validity, and utility in research. It defines reliability as providing consistent results, validity as measuring what is intended, and utility as being practical to implement. The document then examines various methods for establishing reliability, such as test-retest reliability and internal consistency. It also explores different aspects of validity like content validity, criterion validity, and construct validity. Finally, it notes factors that determine the utility or practicality of a measurement tool, such as administration time and costs.
This criterion is linked to a Learning OutcomeIntroductionRequirGrazynaBroyles24
This document outlines the guidelines for a capstone evidence-based paper assignment. The paper focuses on a priority concept or topic selected by the student based on their NCLEX-RN assessment performance. The paper must include sections on the introduction of the topic, importance, healthcare disparities and interventions, legal/ethical considerations, interdisciplinary approaches, quality improvement, and conclusion. Each section lists specific criteria that must be addressed. The paper aims to apply the priority concept to evidence-based nursing practice and address related healthcare issues through an interdisciplinary lens.
This document provides the course plan for the subject "PPM" (Project Planning and Management) at Punjab College of Technical Education in Ludhiana. It outlines the objectives of the course, which are to help students understand modern management concepts, techniques, and their application to business management. The course will include 64 lectures, 4 assignments, 4 tests, and 4 case studies. Students will be evaluated based on their performance on these assessments, as well as group presentations on selected companies. The class will use a lecture-discussion format with an emphasis on interactive learning. Students must maintain a minimum attendance of 75% and adhere to deadlines for assignments and tests.
Questionnaire validation is a process in which the creators review the questionnaire to determine whether the questionnaire measures what it was designed to measure. If a questionnaire's validation succeeds, the creators label the questionnaire as a valid questionnaire. This validity comes in different forms, all relying on the method used for the validation procedure
This document provides guidance on competency-based learning materials for supervising room cleaning and maintenance requirements. It outlines the objectives of monitoring housekeeping procedures and resources, which includes ensuring personal protective equipment is used correctly, complying with regulations, and controlling tools and equipment. It also describes responding to accidents and maintaining incident reports. The document provides references and information sheets on monitoring housekeeping requirements and resources, including the roles and responsibilities of housekeeping staff. It emphasizes the importance of quality control, communication, and effective management of the housekeeping department.
Dr. Serkan Toy (Children's Mercy Hospital Kansas City) summarizes current literature on assessment, evaluations, rubrics, and Global Assessment Scales from the perspective of Psychometrics.
The document describes the research methodology used in a study. It discusses the descriptive-correlational research design employed using a survey questionnaire to examine factors affecting time management efficacy of college students. Third year students from Sultan Kudarat Islamic Academy Foundation College were used as respondents. Statistical analysis including mean and Spearman-rho correlation were used to analyze the data and determine the relationship between variables. Rating scales were provided to interpret results.
Online writing feedback: A national study exploring the service and learning ...Studiosity.com
Professor Chris Tisdell, Scientia Education Academy Fellow at the University of New South Wales (...and YouTube star, mathematician, former DJ...) kicked off the day by talking student word choice, feedback, and psychology, and wellbeing.
Chris presented findings from a national study which used the feedback from students from more than 20 universities. Why? After every Studiosity session, students give feedback. That feedback from students needs to be analysed and used in practical ways (especially recalling Associate Professor Phill Dawson on Day One, who discussed the importance of feedback literacy and translating it into action.) Online, 24/7 support is needed as much to fulfil student expectations for their overall university service experience, as it is needed for delivering learning outcomes.
This year's Studiosity 'Students First' Symposium was hosted at La Trobe University City Campus, 25 and 26 July 2019.
presentation done as a part of the subject Performance management system studying as to what does validity means in performance appraisal with lot of data
Validity refers to the appropriateness and usefulness of assessment interpretations and results, while reliability refers to the consistency of measurements. There are various types of validity evidence including content, criterion, and construct validity. Reliability can be estimated through methods like test-retest, equivalent forms, and internal consistency. Ensuring both validity and reliability of assessments is important for making fair and meaningful evaluations of students.
This document discusses the validity and reliability of questionnaires. It defines validity as the ability of a questionnaire to measure what it intends to measure. There are several types of validity discussed, including content validity, face validity, criterion validity (concurrent and predictive), and construct validity. Steps for validating a questionnaire include evaluating face validity and getting expert feedback to establish content validity. Reliability is the ability to get consistent results and is measured through test-retest reliability, internal consistency (split-half), and inter-rater reliability. Establishing both validity and reliability is important for developing a high-quality questionnaire.
Standardization of tests is a very critical & time-consuming task. It can be done for Ph.D.-level research. The complete procedure of standardization is described in the given presentation.
1. The document discusses strategies to enhance the operational efficiency of housing and real estate construction entrepreneurs in Nepal's construction industry.
2. It identifies several challenges facing entrepreneurs, including inadequate infrastructure, lack of skilled labor, and limited access to financing.
3. The author proposes researching effective strategies and examining factors like technology adoption, project management practices, access to financing, and attracting skilled labor that could improve entrepreneurs' operational efficiency.
Strategic Marketing Plan for Sitaljyoti Academy: A +2 Hotel Management CollegeRoman Shrestha
Sital Jyoti Academy is planning to add a +2 program in hotel management. Its mission is to provide comprehensive hotel management education to prepare students for careers in hospitality. It aims to be the leading college for hotel management in Pokhara through differentiating its curriculum, partnering with industry, and offering hands-on training. A SWOT analysis identified strengths like experienced faculty but also weaknesses like limited marketing budget. Market research strategies include online marketing, referral programs, and attending industry events. The business model focuses on providing quality education and industry connections to attract students and partners.
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ITEM ANALYSIS 2023.pptx uses for exam development especially national examina...GalataaAGoobanaa
This information from the option analysis helps us evaluate:
- How well the item and its distractors are functioning.
- Whether the correct answer and distractors are attracting responses as expected based on student ability.
For this item:
- The difficulty level (p-value) is 18/30 = 0.6, so the item is of moderate difficulty, not too easy or hard.
- The discrimination is (18-3)/15 = 0.8, which is excellent. This means the item is clearly distinguishing between higher and lower performing students.
- The distractors are functioning reasonably well, with the lower group being more likely to choose them than the higher group.
So in summary, this item
This study used SERVQUAL to measure service quality gaps in a university's business program from students' perspectives. The results showed negative quality gaps in all SERVQUAL dimensions (tangibles, responsiveness, reliability, empathy), indicating overall dissatisfaction. Tangibles had the largest negative gap while reliability had the smallest. To improve quality, management should address deficiencies across all dimensions.
Broad Problem Statement: The feedback time for examination results is taking too long. The target feedback time is within 2 weeks but the actual feedback time is 4-6 weeks. This causes frustration to students and parents.
VOC + Project Scoping (SIPOC): Students and parents want timely feedback to know their performance and areas for improvement. The process involves teachers checking and recording exam results, HOD reviewing and approving results, and registrar releasing results.
VOC + Process Map + Data Gathering and Presentation: See attached process map and data on actual vs target feedback time. Majority of students and parents are dissatisfied with the long wait time.
Problem Definition: The long examination results feedback time.
The document discusses assessment methods and principles in medical education. It begins by defining assessment as determining the extent to which students achieve instructional objectives. It then outlines Miller's pyramid of assessment as a framework, with levels including "knows," "knows how," "shows how," and "does." Different assessment tools are suited to different levels of the pyramid. The document also covers principles of assessment like reliability, validity, and feasibility. It describes factors that influence reliability and different types of validity. Overall, the summary emphasizes the importance of selecting appropriate assessment methods based on learning objectives and ensuring assessments are reliable, valid, and feasible.
Analysis of Multiple Choice Questions (MCQs): Item and Test Statistics from a...iosrjce
IOSR Journal of Dental and Medical Sciences is one of the speciality Journal in Dental Science and Medical Science published by International Organization of Scientific Research (IOSR). The Journal publishes papers of the highest scientific merit and widest possible scope work in all areas related to medical and dental science. The Journal welcome review articles, leading medical and clinical research articles, technical notes, case reports and others.
Item analysis involves statistical analysis of test items to evaluate their effectiveness. It examines student responses to individual test questions to assess question and overall test quality. Key indicators include the item difficulty index, item discrimination index, and distractor power analysis. Conducting regular item analysis helps improve instruction, identifies areas needing remediation, and builds a bank of high-quality test questions.
The document discusses the concepts of reliability, validity, and utility in research. It defines reliability as providing consistent results, validity as measuring what is intended, and utility as being practical to implement. The document then examines various methods for establishing reliability, such as test-retest reliability and internal consistency. It also explores different aspects of validity like content validity, criterion validity, and construct validity. Finally, it notes factors that determine the utility or practicality of a measurement tool, such as administration time and costs.
This criterion is linked to a Learning OutcomeIntroductionRequirGrazynaBroyles24
This document outlines the guidelines for a capstone evidence-based paper assignment. The paper focuses on a priority concept or topic selected by the student based on their NCLEX-RN assessment performance. The paper must include sections on the introduction of the topic, importance, healthcare disparities and interventions, legal/ethical considerations, interdisciplinary approaches, quality improvement, and conclusion. Each section lists specific criteria that must be addressed. The paper aims to apply the priority concept to evidence-based nursing practice and address related healthcare issues through an interdisciplinary lens.
This document provides the course plan for the subject "PPM" (Project Planning and Management) at Punjab College of Technical Education in Ludhiana. It outlines the objectives of the course, which are to help students understand modern management concepts, techniques, and their application to business management. The course will include 64 lectures, 4 assignments, 4 tests, and 4 case studies. Students will be evaluated based on their performance on these assessments, as well as group presentations on selected companies. The class will use a lecture-discussion format with an emphasis on interactive learning. Students must maintain a minimum attendance of 75% and adhere to deadlines for assignments and tests.
Questionnaire validation is a process in which the creators review the questionnaire to determine whether the questionnaire measures what it was designed to measure. If a questionnaire's validation succeeds, the creators label the questionnaire as a valid questionnaire. This validity comes in different forms, all relying on the method used for the validation procedure
This document provides guidance on competency-based learning materials for supervising room cleaning and maintenance requirements. It outlines the objectives of monitoring housekeeping procedures and resources, which includes ensuring personal protective equipment is used correctly, complying with regulations, and controlling tools and equipment. It also describes responding to accidents and maintaining incident reports. The document provides references and information sheets on monitoring housekeeping requirements and resources, including the roles and responsibilities of housekeeping staff. It emphasizes the importance of quality control, communication, and effective management of the housekeeping department.
Dr. Serkan Toy (Children's Mercy Hospital Kansas City) summarizes current literature on assessment, evaluations, rubrics, and Global Assessment Scales from the perspective of Psychometrics.
The document describes the research methodology used in a study. It discusses the descriptive-correlational research design employed using a survey questionnaire to examine factors affecting time management efficacy of college students. Third year students from Sultan Kudarat Islamic Academy Foundation College were used as respondents. Statistical analysis including mean and Spearman-rho correlation were used to analyze the data and determine the relationship between variables. Rating scales were provided to interpret results.
Online writing feedback: A national study exploring the service and learning ...Studiosity.com
Professor Chris Tisdell, Scientia Education Academy Fellow at the University of New South Wales (...and YouTube star, mathematician, former DJ...) kicked off the day by talking student word choice, feedback, and psychology, and wellbeing.
Chris presented findings from a national study which used the feedback from students from more than 20 universities. Why? After every Studiosity session, students give feedback. That feedback from students needs to be analysed and used in practical ways (especially recalling Associate Professor Phill Dawson on Day One, who discussed the importance of feedback literacy and translating it into action.) Online, 24/7 support is needed as much to fulfil student expectations for their overall university service experience, as it is needed for delivering learning outcomes.
This year's Studiosity 'Students First' Symposium was hosted at La Trobe University City Campus, 25 and 26 July 2019.
presentation done as a part of the subject Performance management system studying as to what does validity means in performance appraisal with lot of data
Validity refers to the appropriateness and usefulness of assessment interpretations and results, while reliability refers to the consistency of measurements. There are various types of validity evidence including content, criterion, and construct validity. Reliability can be estimated through methods like test-retest, equivalent forms, and internal consistency. Ensuring both validity and reliability of assessments is important for making fair and meaningful evaluations of students.
This document discusses the validity and reliability of questionnaires. It defines validity as the ability of a questionnaire to measure what it intends to measure. There are several types of validity discussed, including content validity, face validity, criterion validity (concurrent and predictive), and construct validity. Steps for validating a questionnaire include evaluating face validity and getting expert feedback to establish content validity. Reliability is the ability to get consistent results and is measured through test-retest reliability, internal consistency (split-half), and inter-rater reliability. Establishing both validity and reliability is important for developing a high-quality questionnaire.
Standardization of tests is a very critical & time-consuming task. It can be done for Ph.D.-level research. The complete procedure of standardization is described in the given presentation.
Similar to Analysis of Accommodation Facility Service Quality Aspects and Students’ Satisfactory Level (20)
1. The document discusses strategies to enhance the operational efficiency of housing and real estate construction entrepreneurs in Nepal's construction industry.
2. It identifies several challenges facing entrepreneurs, including inadequate infrastructure, lack of skilled labor, and limited access to financing.
3. The author proposes researching effective strategies and examining factors like technology adoption, project management practices, access to financing, and attracting skilled labor that could improve entrepreneurs' operational efficiency.
Strategic Marketing Plan for Sitaljyoti Academy: A +2 Hotel Management CollegeRoman Shrestha
Sital Jyoti Academy is planning to add a +2 program in hotel management. Its mission is to provide comprehensive hotel management education to prepare students for careers in hospitality. It aims to be the leading college for hotel management in Pokhara through differentiating its curriculum, partnering with industry, and offering hands-on training. A SWOT analysis identified strengths like experienced faculty but also weaknesses like limited marketing budget. Market research strategies include online marketing, referral programs, and attending industry events. The business model focuses on providing quality education and industry connections to attract students and partners.
The document discusses positioning the brand of Nepali carpets. It outlines that Nepali carpets are renowned for their exquisite craftsmanship, intricate designs, and long tradition dating back centuries. The carpets are handwoven from natural materials like wool and silk sourced from Himalayan sheep, employing ancient knotting and tufting techniques. The brand positioning process identifies the carpets' attributes of unmatched elegance, artistic mastery, and timeless beauty to differentiate them and create a strong image.
This document provides an overview of key concepts related to research philosophy. It discusses epistemology, ontology, axiology, and methodology. Epistemology is concerned with the nature and scope of knowledge. Ontology addresses basic assumptions about the nature of reality. Axiology studies the nature of value or worth. Methodology refers to the principles and procedures used in a field of study. The document also provides definitions and explanations of these philosophical concepts and how they relate to conducting research.
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The document summarizes a research study that aimed to identify and rate factors affecting the accuracy of cost estimates in Jordanian construction projects. The research involved formulating objectives and hypotheses, collecting data through questionnaires from 170 contractors and 95 consultants, exploring the data, and developing models to analyze the results. Key findings included: 1) Contractors and consultants similarly rated "clear drawings and specifications" as the most important factor; 2) Their rankings of factors were not significantly different, indicating shared views of the cost estimation process; 3) Project costs are more influenced by early design decisions than later construction stages.
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Short description about the water spout. Later we have visited some origin source of water spout in Kathmandu valley. If needed more detail. Please let us know.
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Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Analysis of Accommodation Facility Service Quality Aspects and Students’ Satisfactory Level
1. Analysis of Accommodation
Facility Service Quality Aspects
and Students’ Satisfactory Level
Navodi Gimhani Peiris 120457
Tharindu Chathuranga Dodanwala 120339
Roman Man Shrestha 120294
Nischaya Sedai 120459
Samrakshya Karki 120322
3. Background
• Facilities defines organizations quality towards both employees
and customers
FACILITIES
Physical Facilities Services
3
4. Problem Statement
• Presence of the support services are essential towards the realization
of core activities
• Universities in the Asian region tend to care less about the
accommodation facility services
1. Identify the factors affecting accommodation service quality in AIT
2. Analyze a relationship between student satisfaction and
accommodation service quality factors
Objective of the Study
4
5. Scope and Limitations
1. The interviews and data collection are done in Asian
Institute of Technology, Thailand.
2. Only students from AIT have been considered for the
study.
3. The study is limited only for accommodation facilities.
5
7. Introduction
• Facility management services in universities are crucial to upkeep the
quality of the university.
• In 1999, Reeves stated that facility management industry as one of the
fastest growing sectors in the final decade of the last millennium.
Facility Management
• It is the organization's facility management and maintenance process.
• Facilities include office complexes, physical resources of the company or
the site and other mechanical and electrical services that may result in
health or safety hazards to employees.
• The facility management team must ensure functionality of all facilities of
the organization and observe occupational health and safety regulations.
7
8. Facilities in Universities
• A university, like any other organization, is trying to improve
efficiency against increase in operating costs and user search
expectations (Varcoe, 1995)
• Private university have a greater range of different types of buildings
with more varied operational needs like most other organizations.
• The facility management services in universities are divided into four
categories.
1. Education facility management services.
2. Administration facility management services.
3. Accommodation facility management services.
4. Communal facility management services.
8
9. Accommodation Facility Management
Services
• Accommodation management is typically associated with the
hotel and related sectors.
• Where some form of semi-private space is effectively rented
from a vendor, by a guest/customer for a defined period.
9
10. Customer Satisfaction Measure
• Customer satisfaction is a measure of company performances
according to customer needs (Hill, et al., 2003).
• Two basics concepts;
1. The expectations, which represent what customers expect from the service.
2. The perceptions, which represents what customers receive.
• Expectations are evaluated by the customers through the indication
of a level of importance.
• Perceptions are evaluated by a judgement of satisfaction.
• Customer satisfaction can be evaluated by collecting only customer
perceptions, or through the comparison between expectations and
perceptions (Parasuraman, et al., 1985).
10
13. Literature Review:
FM services
FM in universities
Accommodation facility management services
Customer satisfaction measures
Development of semi-
structured interview
questions
Conducting interviews Open coding
Axial coding
GroundedTheory
13
14. Construct validity Regression analysis
Pilot test Instrument reliability testing
Expert Selection Content Validity Questionnaire development
Descriptive Statistics
Questionnaire reliability
testing
Conclusion Recommendations for further studies
QuantitativeAnalysis
14
16. Grounded Theory
• The theory that was derived from data, systematically gathered
and analyzed through the research process
• The advantages of the procedure development
1. The procedure indicated the procedures and general rules to be followed as
well as research instrument that were used
2. Preparation of the procedures encouraged the researcher to anticipate several
problems and prepare the mitigation ways
3. The procedure increases the research reliability by controlling the researcher to
keep on track
16
18. Open Coding
• Breaking down the key points of text from the interviews into
unit of meaning and these units were named
• The process of constant comparative method was used when
every new data was collected
• Codes were grouped and labelled according to its properties
and dimensions
• Each label provides the meaning of all these codes in the
abstract view
18
19. Axial Coding
• The process of linking categories to subcategories at the level
of properties and dimensions
• Subcategories provide method, concept, which emerge in open
coding are grouped and linked to one another in terms of
properties and dimensions
19
21. Content Validity
• Degree to which a test or tool can measure what the research
wants to correctly measure in an intended content area
𝐶𝑉𝑅𝑖 =
𝑛 𝑒 − (
𝑁
2
)
(
𝑁
2
)
• CVR ranges from -1 to +1
• Closer to 1 means, the item is necessary
Where:
𝐶𝑉𝑅𝑖 - Content Validity Ratio (CVR) value for the ith measurement item
𝑛 𝑒 - No of experts indicating measurement item “Significant”
N - Total no of experts in the panel
21
22. Questionnaire Design and Data
Collection
• Questionnaire is the medium of communication between the
researcher and the respondents
• Close ended questions were applied
• A 5-point Likert scale was used
1- - Very Bad 2- - Bad
3- - Neutral 4- - Good
5- - Very Good
22
23. Reliability Testing
• Estimates the consistency of the measurement or the degree to
which an instrument measure the same way in each time
• Cronbach’s alpha approach is applied because it determines
how all items on a test related to all other test items and the
total test
∝=
𝑁
𝑁 − 1
(1 −
Σ 𝑆𝑖
2
𝑆 𝑇
2 )
• Acceptable criterion: alpha should be at least 0.7
Where:
N - No of items or questions in scale
Σ 𝑆𝑖
2
- Summation of variance for each team
𝑆 𝑇
2
- Variance of question
23
24. Exploratory Factor Analysis (EFA)
• Fundamental assumption: “some underlaying factors, which are
smaller number than the number of observed variables, are
responsible for the covariation among the observed variables”
𝐾𝑀𝑂 =
𝑖≠𝑗
0
Σ𝑟𝑖𝑗
2
𝑖≠𝑗
0
Σ𝑟𝑖𝑗
2
+ 𝑖≠𝑗
0
Σ𝑎𝑖𝑗
2
• KMO value should be higher than 0.5
Where:
ΣΣ - Sum overall items in the matrix when item i not equal to item j
rij - Pearson correlation between i and j
aij - Partial correlation coefficient between items i and j
24
25. Multiple Linear Regression
• Used to investigate relationship between the quality aspects of
accommodation with students’ satisfaction on accommodation
𝑌 = 𝛽0 + 𝛽1 𝑋1 + 𝛽2 𝑋2 + ⋯ + 𝛽 𝑘 𝑋 𝑘
Where:
Y - Dependent variable
𝛽 𝑘 - Coefficient
𝑋 𝑘 - Independent variable
25
26. CHAPTER 4: RESULTS AND
DISCUSSION
4.1 Qualitative Data Collection and Analysis
4.2 Quantitative Data Collection and Analysis
26
28. Open Coding
• Open coding is the analytic process through which concepts are
identified and their properties and dimensions are discovered in
data
• It is started with breaking down the key points of text from the
interviews into unit of meaning and these units were named
• No. of Experts: 10
• Experts criteria: Living in AIT dorms for more than 1 year
28
29. Open Coding (Continued)
Respondent ID Key statement Code
R1/1 Cleaning staff provide satisfactory cleaning services
Attitude and professionalism of cleaning
staff
R1/2 Maintenance staff work fast
Attitude and professionalism of
maintenance staff
R1/3 I don’t like the bathroom quality Bathroom fittings
R1/4 They should extend the time on their cashier till 4:30 Payment process for the dorm room
R1/5 I’m fine by my room Overall, I am satisfied with my room
R2/1
It’s hard to explain something to the cleaning staff and get the
cleaning done
Communication skills of the cleaning staff
R2/2 Cleaning staff doesn’t clean properly
Attitude and professionalism of cleaning
staff
R2/3
The big lady in the administrative staff is rude and is not acting the
way of a professional
Attitude and professionalism of
administrative staff
R2/4 I Find administrative staffs very polite I get along with administrative staff
R2/5 We cannot complain our needs on weekends Weekend holiday policies
R2/6
Lights in the corridors are not enough and some lights are not
working.
Lights in dorm corridors
R2/7 Once a week cleaning is not enough Cleaning process in the dorm unit 29
30. Respondent ID Key statement Code
R2/8 Sometimes, I don’t feel secure in my room sometimes Dorm security
R3/1 Cleaning staff is fast and good
Attitude and professionalism of cleaning
staff
R3/2
Maintenance staff is knowledgeable at what they do (AIT send them
according to the need)
Attitude and professionalism of
maintenance staff
R3/3
Maintenance staff has reasonable English knowledge compared to
cleaning staff
Communication skills of the maintenance
staff
R3/4 Administrative staff is cooperative
Attitude and professionalism of
administrative staff
R3/5 The room size is enough for one person Room size
R3/6 Have decent number of windows Room ventilation
R3/7 Strict towards pet adoption Pet rules
R3/8 I like my room Overall, I am satisfied with my room
R3/9 I prefer the view from balcony Dorm surrounding landscape
R3/10 Deep cleaning should be done more frequently Cleaning process in the dorm unit
R4/1 Cleaning staff is good
Attitude and professionalism of cleaning
staff
Open Coding (Continued)
30
31. Respondent ID Key statement Code
R4/2 Maintenance staff is good
Attitude and professionalism of
maintenance staff
R4/3 Administrative staff is good
Attitude and professionalism of
administrative staff
R4/4 Dorm exterior look old Dorm exterior condition
R4/5 The room is good and filled with decent amount of stuff. Room furniture
R4/6 The room size is spacious. Room Size
R5/1 They are polite and trustworthy.
Attitude and professionalism of cleaning
staff
R5/2 I think its small and suffocating. Room size
R5/3 The bathroom fittings are old and rusty. Bathroom Fitting
R5/4 They are very strict and give unnecessary trouble to student. Unnecessary rules and regulation.
R5/5 it is very slow and time consuming in terms of maintenance. Maintenance process of the dorm unit.
R5/6 I like my room. Overall Satisfaction of the room.
R6/1 Accommodation staffs are polite.
Attitude and professionalism of
administrative staffs.
Open Coding (Continued)
31
32. Respondent ID Key statement Code
R6/2 I think there are less furniture then the student needs. Room Furniture.
R6/3 There must be online payment system Payment process for the dorm.
R6/4 I am satisfied Over all I am satisfied with my room.
R6/5 I like chilling in my room. Like to stay in the room.
R7/1 It’s difficult to communicate with the cleaning staffs
Communication skills of the cleaning
staffs.
R7/2
There is always delay in maintenance due to difficulty in
communication.
Communication skills of maintenances
staffs.
R7/3 I feel the lighting is not sufficient. Lights in dorm corridors.
R7/4 There is not enough air flow in my room. Room Ventilation
R7/5
I think the rules and regulation are for the students and they are
working well.
I am satisfied with the service.
R7/6 I think the payment process is time consuming. Payment process for the dorm room
R8/1 I think the administrative staffs are cordial and friendly.
Attitude and professionalism of
administrative staffs.
R8/2 I like to spend quality time in the dorm. Overall, I am satisfied with my room.
Open Coding (Continued)
32
33. Respondent ID Key statement Code
R8/3 I think the CC cameras are not working in my Dorm. I don’t feel secured in my room.
R8/4 I think deep cleaning should be done more often. Cleaning process in the dorm
R8/5 It is very difficult and time consuming to change my room. Room Changing process.
R8/6 Dorm surrounding is not cleaned most of the time. Cleaning process around the dorms
R9/1 It is difficult to talk to the cleaning staffs. Communication skill of cleaning staffs.
R9/2 There is a threat of snakes and bats in the balcony. Dorm Surrounding landscape.
R9/3 I am comfortable and like to spend rest of my time in my room.
I would like to spend rest of my time I AIT
in my current Room.
R9/4 There is no provision for living together with boyfriend. No Provision of living together in dorm.
R10/1 I like the friendly nature of administrative staffs. Communication of Administrative staffs
R10/2 I like the way the cleaning staff clean my room. Cleaning Process around the dorm.
R10/3 I am satisfied to say most part of my day in my room Overall, I am satisfied with my room.
R10/4 I don’t like the size of my room. Room size
R10/5 There should be online payment process. Payment process for the dorm.
Open Coding (Continued)
33
34. Axial Coding
Quality of the staff
Attitude and Professionalism of Cleaning staffs. R1/1, R2/2, R3/1, R4/1, R5/1
Attitude and professionalism of maintenances staff R1/2, R3/2, R4/2
Attitude and Professionalism of administrative
staffs
R2/3, R3/4, R4/3, R6/1, R8/1
Communication skills of cleaning staff R2/1, R7/1, R9/1
Communication skills of maintenance staff R3/3, R7/2
Communication skill of administrative R10/1
34
35. Dorm quality
Room size R3/5, R4/6, R5/2, R10/4
Dorm exterior condition R4/4
Room Furniture R1/3, R4/5, R6/2
Dorm Security R2/8
Bathroom fitting R5/3
Room Ventilation R3/6, R7/4
No provision of living together in the dorm R9/4
Lights in dorm Corridors R2/6, R7/3
Dorm surrounding landscape R3/9, R9/2
Axial Coding (Continued)
35
36. Quality of the working procedures
Room changing process R8/5
Pet rules R3/7
Payment Process for the dorm room R1/4, R6/3, R7/6, R10/5
Cleaning Process in the dorm Unit R2/7, R3/10, R8/4, R10/2
Unnecessary rules and regulation. R5/4
Maintenance process of the dorm unit R5/5
Weekend holiday Policy R2/5
Cleaning process around the dorms R8/6
Axial Coding (Continued)
36
37. Satisfaction
I would like to spend rest of my time in AIT in my
current room
R9/3
I don’t feel secured in my room R8/3
I am satisfied with the services, I get for the
amount I pay
R7/5
I get along with the staff R2/4
Like to stay in the room. R6/5
Overall, I am satisfied with my room R1/5, R3/8, R5/6, R6/4, R8/2, R10/3
Axial Coding (Continued)
37
39. Introduction
• This section describes the quantitate research approach that
aimed to improve the rightness of the results of the qualitative
study.
• This section begins with explaining the results of experts’
content validation
• After that, reliability of the instrument was analyzed.
• Finally, the data analysis through statistics methods were
explained.
39
40. Experts’ Content Validity Using Lawshe’s
Approach
• Sample size: 15 experts
• Critical CVR value: 0.49
Removed Factors
Item CVR value
Dorm exterior condition 0.333
Dorm Security 0.467
No provision of living together in the
dorm
-0.333
Pet rules -0.2
Unnecessary rules and regulation 0.2
Weekend holiday Policy -0.6
I don’t feel secured in my room 0.067
Like to stay in the room 0.2
40
41. Instruments’ Reliability Test
• Cronbach’s Alpha test
• Sample size: 15
• Criteria: Cronbach’s Alpha > 0.7
Cronbach’s Alpha
Cronbach's Alpha based on
standardized items
No of items
0.946 0.949 21
41
43. Questionnaires’ Internal Reliability
• Cronbach’s Alpha test
• Sample size: 124
• Criteria: Cronbach’s Alpha > 0.7
Cronbach’s Alpha
Cronbach's Alpha based on
standardized items
No of items
0.923 0.925 21
43
44. Grouping of Accommodation Facility
Services Quality Aspects
• Analysis method: Exploratory Factor Analysis
• Check 1: Kaiser-Meyer Olkin (KMO) and Bartlett's Test
• Conclusion 1: Factor analysis is an appropriate technique
Kaiser-Meyer-Olkin Measure of Sampling
Adequacy
0.829 > 0.5
Bartlett's Test of
Sphericity
Approx. Chi-Square 1128.671
df 136
Sig. 0.000 > 0.05
44
45. Grouping of Accommodation Facility
Services Quality Aspects (Continued)
• Check 2: Dimension creation test and parallel analysis
• Conclusion 2: Two components
Total Variance Explained
Component
Initial Eigenvalues
Extraction Sums of Squared
Loadings
Total
% of
Variance
Cumulative
% Total
% of
Variance
Cumulative
%
1 6.876 40.446 40.446 6.876 40.446 40.446
2 1.788 10.515 50.961 1.788 10.515 50.961
3 1.424 8.377 59.338 1.424 8.377 59.338
4 1.053 6.192 65.530 1.053 6.192 65.530
5 1.006 5.916 71.446 1.006 5.916 71.446
6 0.780 4.586 76.033
Extraction Method: Principal Component Analysis.
Component
Mean
Eigenvalue
Percentile
Eigenvalue
1 1.691945 1.821001
2 1.537590 1.640883
3 1.426296 1.507169
4 1.334347 1.396708
5 1.251514 1.316399
45
46. Grouping of Accommodation Facility
Services Quality Aspects (Continued)
• Check 3: Communality
data test
• Criteria: Extraction >
0.4
Code Item Name Initial Extraction
A1 Attitude and professionalism of cleaning staff 1.000 0.771
A2 Attitude and professionalism of maintenance staff 1.000 0.808
A3 Attitude and professionalism of administrative staff 1.000 0.743
A4 Communication skills of the cleaning staff 1.000 0.856
A5 Communication skills of the maintenance staff 1.000 0.852
A6 Communication skills of the administrative staff 1.000 0.637
A7 Room size 1.000 0.770
A8 Room furniture 1.000 0.652
A9 Bathroom fittings 1.000 0.656
A10 Room ventilation 1.000 0.635
A11 Lights in dorm corridors 1.000 0.597
A12 Dorm surrounding landscape 1.000 0.576
A13 Room changing process 1.000 0.765
A14 Payment process for the dorm room 1.000 0.823
A15 Cleaning process in the dorm unit 1.000 0.556
A16 Maintenance process of the dorm unit 1.000 0.787
A17 Cleaning process around the dorms 1.000 0.66346
49. Relationship Between Accommodation
Facility Service Quality Aspects and Students’
Satisfaction
• Hypothesis 1
H0: There is no relationship between dorm quality and dorm related
procedures (F1), and students’ accommodation satisfaction (Y)
H1: There is a relationship between dorm quality and dorm related
procedures (F1), and students’ accommodation satisfaction (Y)
• Hypothesis 2
H0: There is no relationship between quality of the staff (F2), and
students’ accommodation satisfaction (Y)
H1: There is a relationship between quality of the staff (F2), and students’
accommodation satisfaction (Y) 49
50. Relationship Between Accommodation
Facility Service Quality Aspects And Students’
Satisfaction (Continued)
• Analysis method: Multiple
Linear Regression
• Check 1: Multi-collinearity
test
• Criteria: Correlation < 0.7
Correlations
Y F1 F2
Pearson
Correlation
Y 1.000 0.680 0.594
F1 0.680 1.000 0.613
F2 0.594 0.613 1.000
Sig. (1-tailed)
Y 0.000 0.000
F1 0.000 0.000
F2 0.000 0.000
N
Y 124 124 124
F1 124 124 124
F2 124 124 124
50
51. Relationship Between Accommodation
Facility Service Quality Aspects And Students’
Satisfaction (Continued)
• R square: 0.512
• 51.2% of the variation in the score given for satisfaction is
explained from the model
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .716a 0.512 0.504 0.58663
a. Predictors: (Constant), F2, F1
51
52. Relationship Between Accommodation
Facility Service Quality Aspects And Students’
Satisfaction (Continued)
• ANOVA test of the model
• Regression = (Estimated
satisfaction - Actual
satisfaction)^2
• Model is strong enough to apply
for the population
Model
Sum of
Squares
df
Mean
Square
F Sig.
1
Regression 43.684 2 21.842 63.469 .000b
Residual 41.640 121 0.344
Total 85.324 123
a. Dependent Variable: Y
b. Predictors: (Constant), F2, F1
52
53. Relationship Between Accommodation
Facility Service Quality Aspects And Students’
Satisfaction (Continued)
• Y = -0.089 + 0.626F1 +
0.347F2
• Student accommodation
satisfaction = -0.089 +
0.626*Dorm quality and dorm
related procedures +
0.347*Quality of the staff
Coefficientsa
Model
Unstandardized
Coefficients
Standardized
Coefficients t Sig.
B Std. Error Beta
1
(Constant) -0.089 0.310 -0.289 0.773
F1 0.626 0.100 0.506 6.942 0.000
F2 0.347 0.098 0.283 3.523 0.001
a. Dependent Variable: Y
53
55. Summary
• Objective 1: Identify the factors affecting accommodation
service quality in AIT
• Quality of students’ accommodation facility services = 6.876*Dorm
quality and dorm related procedures + 1.788*Quality of the staff
• Objective 2: Analyze a relationship between student
satisfaction and accommodation service quality factors.
• Student accommodation satisfaction = -0.089 + 0.626*Dorm quality and
dorm related procedures + 0.347*Quality of the staff
55
56. Conclusions
• 79.36% of quality comes from dorm quality and dorm related
procedures (F1)
• 20.64% of the total quality is affected by quality of the staff (F2)
• If AIT wants to construct new accommodation facility services and
wants to improve the quality, they should focus on room size, room
furniture, and dorm surrounding landscape which has the highest
impact on the quality of the accommodation facility services
• In order to improve the quality of existing services, they should
improve cleaning process in the dorm units, maintenance process of
the dorm unit and cleaning process around the dorm
56
57. Conclusions (Continued)
• Dorm quality and dorm related procedures (F1) has 64.34% of
weight on satisfaction
• Quality of the staff (F2) accounts for 35.66% of the satisfaction
• If, AIT wants to improve the satisfactory levels from available dorm
facilities, they should improve the cleaning process in the dorm unit,
maintenance process of the dorm unit and cleaning process around
the dorm.
• It is important to improve the attitude and professionalism of the staff
by conducting training programs to develop the character
• When hiring staff give more priority to English communication skill
57
58. Recommendations
• It is recommended to do a comparison between
accommodation facilities in AIT and of a university in a
developed country
• It is recommended to do a study on all the facilities in AIT and
how each of them affects the students’ satisfaction level
• Finally, it is recommended to do a confirmatory factor analysis
on this research with a different sample
58