This document summarizes a study on student satisfaction and service quality at private universities in Bosnia and Herzegovina. The study surveyed 300 students from 4 private universities. Descriptive statistics were used to analyze student perceptions of service quality. Overall, students had a slightly positive opinion of service quality, with average ratings around 5 on a 7-point scale. Students were most satisfied with caring academic staff and least satisfied with the education/experience levels of academic staff. The study provides statistics on student ratings of various university services including academic staff, administrative staff, facilities, and programs. The results suggest private universities need to improve quality standards to better meet student needs and expectations.
Perception and Expectation of Students Towards Service QualityAsma Muhamad
Current study of service quality from perspective of students at one of Malaysian research university.
The article is also available here
http://mojem.um.edu.my/current
Academic students’ satisfaction and learning outcomes in a HyFlex course: do ...Sawsen Lakhal
The Hybrid-Flexible (HyFlex) design model is a course design model that combines Hybrid learning in a Flexible way, such that students can either attend face-to-face class sessions, participate online or do both (i.e. alternate between face-to-face mode and online mode), according to their needs and availability, without learning deficits. Student satisfaction and learning outcomes (i.e. academic performance) should be the same regardless of the mode they choose. The aim of this study is to address these issues. A total of 376 students enrolled in a HyFlex information systems course responded to an online questionnaire. One-way ANOVA tests results revealed that no significant differences were found between students who chose different delivery modes on satisfaction, multiple choice test, and written exam scores. However, significant differences were observed on continuous assessment scores. The discussion relates to the importance of conducting other studies on this particular design model.
The study aims to determine differences in the achievement of students who pass the National Selection of State Universities (SNMPTN), the Selection of Joint Entrance State University (SBMPTN), and the Joint Entrance examination (UMB) at the Faculty of Teachers Training and Education (FKIP) at the University of Syiah Kuala. The study used descriptive method with a quantitative approach. The population in this study were all FKIP Unsyiah students entering university in 2013 that passed the SNMPTN, SBMPTN, and UMB. The population pool was as many as 1,038 students, with 289 students selected for the sample using the Proportionate Stratified Random Sampling technique. The One Way Anova Test was used for data analysis followed by a Least Significance Difference (LSD) test. Hypothesis in this research is there are differences in the achievement of FKIP Unsyiah students passed through SNMPTN, SBMPTN, and UMB. The results showed that the achievement of FKIP Unsyiah students who passed through the SBMPTN had average GPAs of 3.46, 3.32 for the SNMPTN and 3.36 for the UMB. Based on the results, it can be concluded that students who pass the SBMPTN had greater achievement than student who pass the SNMPTN and UMB.
Evaluation Study of National Examination and Student New Admission in Efforts...inventionjournals
This study aims to determine: the implementation of the new admissions system at schools in the city of Medan, to determine the level of preparedness of students in national exams and examine the relationship of learning achievement in Junior High School (SMP/MTsN) with student achievement in Senior High School (SMA/MA). The research data collected by the survey directly to schools selected as sample through observation, documentation and depth interview. Collecting data using a set of questionnaire. Research data analysis using SPSS. The results of this study are: new admissions system at the level of SMA/MAin the city of Medan done through the national exam results and a test track. Readiness of students in national exams conducted by the students tend to choose a tutoring to prepare for the National Exam. Apart from that, tutoring is also the place for high school students to learn in preparation for the National Examination, and there is a strong relationship between the results of national examinations in SMP/MTs with academic achievement in SMA/ MA. This indicates that the national exam results can be an indicator for the success of students in further education.
Perception and Expectation of Students Towards Service QualityAsma Muhamad
Current study of service quality from perspective of students at one of Malaysian research university.
The article is also available here
http://mojem.um.edu.my/current
Academic students’ satisfaction and learning outcomes in a HyFlex course: do ...Sawsen Lakhal
The Hybrid-Flexible (HyFlex) design model is a course design model that combines Hybrid learning in a Flexible way, such that students can either attend face-to-face class sessions, participate online or do both (i.e. alternate between face-to-face mode and online mode), according to their needs and availability, without learning deficits. Student satisfaction and learning outcomes (i.e. academic performance) should be the same regardless of the mode they choose. The aim of this study is to address these issues. A total of 376 students enrolled in a HyFlex information systems course responded to an online questionnaire. One-way ANOVA tests results revealed that no significant differences were found between students who chose different delivery modes on satisfaction, multiple choice test, and written exam scores. However, significant differences were observed on continuous assessment scores. The discussion relates to the importance of conducting other studies on this particular design model.
The study aims to determine differences in the achievement of students who pass the National Selection of State Universities (SNMPTN), the Selection of Joint Entrance State University (SBMPTN), and the Joint Entrance examination (UMB) at the Faculty of Teachers Training and Education (FKIP) at the University of Syiah Kuala. The study used descriptive method with a quantitative approach. The population in this study were all FKIP Unsyiah students entering university in 2013 that passed the SNMPTN, SBMPTN, and UMB. The population pool was as many as 1,038 students, with 289 students selected for the sample using the Proportionate Stratified Random Sampling technique. The One Way Anova Test was used for data analysis followed by a Least Significance Difference (LSD) test. Hypothesis in this research is there are differences in the achievement of FKIP Unsyiah students passed through SNMPTN, SBMPTN, and UMB. The results showed that the achievement of FKIP Unsyiah students who passed through the SBMPTN had average GPAs of 3.46, 3.32 for the SNMPTN and 3.36 for the UMB. Based on the results, it can be concluded that students who pass the SBMPTN had greater achievement than student who pass the SNMPTN and UMB.
Evaluation Study of National Examination and Student New Admission in Efforts...inventionjournals
This study aims to determine: the implementation of the new admissions system at schools in the city of Medan, to determine the level of preparedness of students in national exams and examine the relationship of learning achievement in Junior High School (SMP/MTsN) with student achievement in Senior High School (SMA/MA). The research data collected by the survey directly to schools selected as sample through observation, documentation and depth interview. Collecting data using a set of questionnaire. Research data analysis using SPSS. The results of this study are: new admissions system at the level of SMA/MAin the city of Medan done through the national exam results and a test track. Readiness of students in national exams conducted by the students tend to choose a tutoring to prepare for the National Exam. Apart from that, tutoring is also the place for high school students to learn in preparation for the National Examination, and there is a strong relationship between the results of national examinations in SMP/MTs with academic achievement in SMA/ MA. This indicates that the national exam results can be an indicator for the success of students in further education.
Perception of Service Quality in Higher Education: The Untold Stories of Iran...Parisa Mehran
Service quality in higher education is of paramount importance worldwide. However, this issue has not been adequately addressed within the Iranian academia. Considering PhD programs, service quality is of enormous significance since candidates get prepared for their future careers as prospective faculty members. The current study thus seeks to explore the perceptions and expectations of Iranian academics on the quality of both academic and non-academic services they receive and the challenges they face. A number of Iranian TEFL-major professors and PhD students/candidates participated in this study. The SERVQUAL questionnaire, a validated and reliable instrument, was initially employed to quantitatively measure the five service quality dimensions (i.e., tangibles, reliability, responsiveness, assurance, and empathy). Following that, in-depth interviews were conducted to qualitatively uncover the hidden stories behind the perceptions and expectations of the participants. The participants generally perceived the service quality of their higher education institutions to be unsatisfactory and far from their expectations. They were confronted with a set of challenges which can be categorized as the following: educational, bureaucratic, economic, and socio-cultural. Finally, some solutions were suggested to alleviate the obstacles standing in the way of Iranian academics.
The primary goal of this research was to investigate AOU students' conceptions of the quality of online experience through the learning management system in supporting their classroom tutorials. A 32-item questionnaire was administered to a randomly selected sample (205) of Elementary Education students at the AOU Jordan Branch. On one hand, the results showed that the objectives of the courses were very clear to students, online materials on the learning management system were interesting and supported to classroom learning, students preferred online quizzes, the online materials supported key assessment tasks and tutors provided continuous access to relevant information about assessment. On the other hand, the findings revealed that the online materials and e-activities were too loaded for the students to understand thoroughly, and much of the feedback they received from the tutor was not helpful. The results also indicated that there were no statistically significant differences among students’ views of BL or their overall satisfaction of the online experience that could be attributed to gender or academic achievement level. Results suggest some pedagogical implications for tutors and programmer coordinators.
Perceived service quality and student satisfaction in higher educationIOSR Journals
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students’ needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
An Analysis of Factors That Contribute To Low Student Success and Retention i...iosrjce
This study aimed at analysing the factors that contribute to low student success and retention in open
and distance learning (ODL) institutions. The Zimbabwe Open University (ZOU), Mashonaland East Regional
Centre was purposively selected for the study which adopted the case study design in order to provide a detailed
empirical investigation of the problem of retention rates in ZOU. The study employed the qualitative research
methodology. Data were gathered through focus group discussions, questionnaires and in-depth interviews to
enable data triangulation. The target population was 650 students who all took part in the survey. These were
drawn from all the four faculties of the University at the Mashonaland East Regional Centre. The study revealed
that student enrolment statistics at the ZOU - Mashonaland East Regional Centre experienced the worst decline
(40%) in 2009 between the first and second semester due to socio-economic and political challenges prevailing
in the country. The rate of decline in enrolment varied according to programmes. Also the participation of
women (44%) in distance education as compared to men (56%) at Mashonaland East Regional Centre was a
cause for concern. Financial challenges caused by low salaries and unfriendly fees policy was cited by almost
92% of the respondents as the major cause of student dropout. Institutional – related factors such as tutoring,
communication, library services and fees policy were said to be significantly contributing to student dropout.
The study made a number of recommendations among which were that ZOU needs to improve the quality and
effectiveness of student support services in the following areas: management of assignments, delivery of
tutorials, distribution of study materials, and publication of examinations. Tutorial time per module should be
increased (12 tutorial hours per module). ZOU should consider the advantages of the Block release method of
delivery as opposed to tutorials. Student queries, of whatever nature, must be addressed promptly and
effectively. It is also important for ZOU to create a billing system that will allow for some flexibility in fees
payment. An example would be allowing students to set up a payment plan. ZOU must adopt policies and
procedures that address the special needs of distance education students since distance education encompasses
a broad range of age groups.
Recent reforms in higher education lead to the increasing of privatization and marketisation trends in universities in Vietnam. The transformation of higher education from the dependency on government funding to the competitive market indicates that universities have to compete for educating better students for the recruitment markets and
Abstract
- A ten-year tracer study of Radiologic
Technology graduates of Lyceum of the Philippines
University SY 1997-2007 using a survey-structured
questionnaire was conducted to examine retrospective
contribution of their education to their current
work. The objectives of the study included the
determination of graduates’ job-placement profile;
how relevant are school-related factors like curriculum,
instruction, faculty; student services; organization
and administration, physical plant, facilities and
laboratories to the job placement; the determination of
what skills developed while at school are considered
useful in meeting the demands of their present work
and the formulation of a program that will enhance
the relevance of the college curriculum and services.
A total of 97/122 (80%) graduates responded where
78% (76/97) are certified licensed radiographers.
All respondents were employed on a full-time basis aligned to the program. The following were found to
be very relevant in meeting the demands of their jobs:
curriculum, instruction, competencies of the faculty,
student services, organization and administrative
services.Furthermore, the intellectual, communication
and interpersonal skills, competencies, and work-
related values they learned and developed while at
school as well as the performance in written and oral
assessment of the employers were considered the most
important contributing factors in seeking employment
after graduation.
The Impact of Employment Progression on Students Towards Higher Educationinventy
Research Inventy : International Journal of Engineering and Science is published by the group of young academic and industrial researchers with 12 Issues per year. It is an online as well as print version open access journal that provides rapid publication (monthly) of articles in all areas of the subject such as: civil, mechanical, chemical, electronic and computer engineering as well as production and information technology. The Journal welcomes the submission of manuscripts that meet the general criteria of significance and scientific excellence. Papers will be published by rapid process within 20 days after acceptance and peer review process takes only 7 days. All articles published in Research Inventy will be peer-reviewed.
Enhancing Service Quality in Higher Educationiosrjce
The service sector is now playing an increasingly important role in the economy of many nations
including India. The success of any service industry depends heavily on service quality. Higher educational
institutions also represent a crucial component of the service sector hence service quality is crucial to their
survival in a competitive marketplace. Measuring service quality in higher education institutions is a
challenging endeavor, and many commonly used institutional measures of quality may be of limited importance
to students. Moreover, many higher education institutions in India erroneously feel that students are a captive
audience and the demand for their educational services is inelastic. This paper draws attention to the fact that
as competition intensifies between private, public, and online education providers, this attitude will have to
change and they will have to lay greater emphasis on improving service quality. This essentially means that they
will have to develop techniques to measure the quality of educational services which are different from those
currently prevalent and which are focused on their primary stakeholders –the students. This paper discusses the
importance of the five factors of service quality which are deemed critical from the customers’ point of view
namely core service or service product, human and non-human element of service delivery, tangibles and social
responsibility, and argues that each one of these factors is as applicable to the higher education sector as they
are to other service sectors. Higher educational institutions whether at undergraduate or postgraduate level
must formulate a distinctive service proposition—a proposal regarding how they will choose to serve students,
and implement it through a strategy of policies, practices, and procedures which are oriented towards the
student as a customer so as to survive in the current competitive scenario.
Fuzzy Measurement of University Students Importance Indexes by Using Analytic...IRJESJOURNAL
Purpose: The purpose of this paper is to apply a Fuzzy Analytical Hierarchy Process model FAHP for estimating students' importance indexes problem, where the measures of students' attitudes and responses are often uncertain or difficult to determine by using non-fuzzy model. Fuzzy set theory treats a kind of uncertainty called fuzziness. It shows that the boundary of “yes” or “no” is ambiguous and appears in the meaning of words or included in the subjunctives or recognition of human beings. Design/methodology/approach: This paper adapts FAHP to analysis students' satisfaction for the services submitted by the university to enhance learning process and circumstance environment for students, this area of researches is still out of university importance. For the purposes of the survey, questionnaires were designed for all the factors which are affecting in students' satisfaction and most probably all these factors are taken according to their suitable priority. There were five main criterions in the questionnaires. Criterion one focuses on administrative university services Si, the second criterion concentrate with teaching and learning process Ti, while the third criterion is university climate and student activities Ai, the fourth criterion covers the administrative facilities Fi, and the fifth criterion is learning facilities students Li, were asked to measure their perceived experiences with those criterions. Each criterion contains some of sub criteria. Findings: The results illustrate that the quality of teachers T1, Opportunities for recreational activities A1, fair evaluation for students T6, and remedial support A3 are the most important indexes for students. The proposed model would help decision-makers to enhancement the quality of the services and may be adding other facility to make the university more attractive. Research limitations/implications: This paper makes some assumptions such as the number of sample are taken from seven colleges only and not cover all colleges in the university and concentrated about the final levels. Originality/value: This paper introduces fuzzy theory with AHP approach to the research of university services as customers in public firms and it has reached some valuable conclusions, which has opened up a new field of study in the universities services area
This tracer study determined the employment status
of BS Computer Science
Graduates of LPU from 2004-2009. It also assessed t
he relevance of BSCS curricula,
knowledge, skills and work values acquired by the g
raduates relevant to their
employment; identify the personal and professional
characteristics and job placement
of Computer Science graduates and the school relate
d factors associated with their
employment. The findings of the study served as the
basis of the researcher to
improve, update or enhance the curricula of BSCS pr
ogram to make this more
responsive to the needs of fast changing technology
.
There were 85 percent of the surveyed respondents w
ho were gainfully employed;
majority have professional, technical and superviso
ry position, landed on their first
job related to their course completed, obtained the
ir first jobs in less than 1 year;
stayed in their first job more than 1 year, career
challenge, salaries and benefits are
the prime reasons for changing the job and lack of
work experience is the number 1
problem they encountered when looking for a job.
Information Technology and communication skills dev
eloped by LPU were
considered very much useful to the present work of
the respondents. Work related
values like love for God, supportiveness, courage,
tolerance and perseverance were
also deemed very much useful to the present employm
ent of the respondents. The
proposed program of the study focused on academic d
evelopment, employment
opportunity and enhancing leadership capability of
Computer Science graduates.
It is strongly recommended that the graduating stud
ents before graduation must be
given ample time to experience pre – employment exa
minations and interviews.
Faculty development trainings must be given to the
faculty members teaching
professional subjects. As to general Education Subj
ects, Mathematics and Language
subjects must also be strengthened. All Offices and
Departments must continue to
improve their services towards the attainment of ma
ximum customer satisfaction.
Perception of Service Quality in Higher Education: The Untold Stories of Iran...Parisa Mehran
Service quality in higher education is of paramount importance worldwide. However, this issue has not been adequately addressed within the Iranian academia. Considering PhD programs, service quality is of enormous significance since candidates get prepared for their future careers as prospective faculty members. The current study thus seeks to explore the perceptions and expectations of Iranian academics on the quality of both academic and non-academic services they receive and the challenges they face. A number of Iranian TEFL-major professors and PhD students/candidates participated in this study. The SERVQUAL questionnaire, a validated and reliable instrument, was initially employed to quantitatively measure the five service quality dimensions (i.e., tangibles, reliability, responsiveness, assurance, and empathy). Following that, in-depth interviews were conducted to qualitatively uncover the hidden stories behind the perceptions and expectations of the participants. The participants generally perceived the service quality of their higher education institutions to be unsatisfactory and far from their expectations. They were confronted with a set of challenges which can be categorized as the following: educational, bureaucratic, economic, and socio-cultural. Finally, some solutions were suggested to alleviate the obstacles standing in the way of Iranian academics.
The primary goal of this research was to investigate AOU students' conceptions of the quality of online experience through the learning management system in supporting their classroom tutorials. A 32-item questionnaire was administered to a randomly selected sample (205) of Elementary Education students at the AOU Jordan Branch. On one hand, the results showed that the objectives of the courses were very clear to students, online materials on the learning management system were interesting and supported to classroom learning, students preferred online quizzes, the online materials supported key assessment tasks and tutors provided continuous access to relevant information about assessment. On the other hand, the findings revealed that the online materials and e-activities were too loaded for the students to understand thoroughly, and much of the feedback they received from the tutor was not helpful. The results also indicated that there were no statistically significant differences among students’ views of BL or their overall satisfaction of the online experience that could be attributed to gender or academic achievement level. Results suggest some pedagogical implications for tutors and programmer coordinators.
Perceived service quality and student satisfaction in higher educationIOSR Journals
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students’ needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
An Analysis of Factors That Contribute To Low Student Success and Retention i...iosrjce
This study aimed at analysing the factors that contribute to low student success and retention in open
and distance learning (ODL) institutions. The Zimbabwe Open University (ZOU), Mashonaland East Regional
Centre was purposively selected for the study which adopted the case study design in order to provide a detailed
empirical investigation of the problem of retention rates in ZOU. The study employed the qualitative research
methodology. Data were gathered through focus group discussions, questionnaires and in-depth interviews to
enable data triangulation. The target population was 650 students who all took part in the survey. These were
drawn from all the four faculties of the University at the Mashonaland East Regional Centre. The study revealed
that student enrolment statistics at the ZOU - Mashonaland East Regional Centre experienced the worst decline
(40%) in 2009 between the first and second semester due to socio-economic and political challenges prevailing
in the country. The rate of decline in enrolment varied according to programmes. Also the participation of
women (44%) in distance education as compared to men (56%) at Mashonaland East Regional Centre was a
cause for concern. Financial challenges caused by low salaries and unfriendly fees policy was cited by almost
92% of the respondents as the major cause of student dropout. Institutional – related factors such as tutoring,
communication, library services and fees policy were said to be significantly contributing to student dropout.
The study made a number of recommendations among which were that ZOU needs to improve the quality and
effectiveness of student support services in the following areas: management of assignments, delivery of
tutorials, distribution of study materials, and publication of examinations. Tutorial time per module should be
increased (12 tutorial hours per module). ZOU should consider the advantages of the Block release method of
delivery as opposed to tutorials. Student queries, of whatever nature, must be addressed promptly and
effectively. It is also important for ZOU to create a billing system that will allow for some flexibility in fees
payment. An example would be allowing students to set up a payment plan. ZOU must adopt policies and
procedures that address the special needs of distance education students since distance education encompasses
a broad range of age groups.
Recent reforms in higher education lead to the increasing of privatization and marketisation trends in universities in Vietnam. The transformation of higher education from the dependency on government funding to the competitive market indicates that universities have to compete for educating better students for the recruitment markets and
Abstract
- A ten-year tracer study of Radiologic
Technology graduates of Lyceum of the Philippines
University SY 1997-2007 using a survey-structured
questionnaire was conducted to examine retrospective
contribution of their education to their current
work. The objectives of the study included the
determination of graduates’ job-placement profile;
how relevant are school-related factors like curriculum,
instruction, faculty; student services; organization
and administration, physical plant, facilities and
laboratories to the job placement; the determination of
what skills developed while at school are considered
useful in meeting the demands of their present work
and the formulation of a program that will enhance
the relevance of the college curriculum and services.
A total of 97/122 (80%) graduates responded where
78% (76/97) are certified licensed radiographers.
All respondents were employed on a full-time basis aligned to the program. The following were found to
be very relevant in meeting the demands of their jobs:
curriculum, instruction, competencies of the faculty,
student services, organization and administrative
services.Furthermore, the intellectual, communication
and interpersonal skills, competencies, and work-
related values they learned and developed while at
school as well as the performance in written and oral
assessment of the employers were considered the most
important contributing factors in seeking employment
after graduation.
The Impact of Employment Progression on Students Towards Higher Educationinventy
Research Inventy : International Journal of Engineering and Science is published by the group of young academic and industrial researchers with 12 Issues per year. It is an online as well as print version open access journal that provides rapid publication (monthly) of articles in all areas of the subject such as: civil, mechanical, chemical, electronic and computer engineering as well as production and information technology. The Journal welcomes the submission of manuscripts that meet the general criteria of significance and scientific excellence. Papers will be published by rapid process within 20 days after acceptance and peer review process takes only 7 days. All articles published in Research Inventy will be peer-reviewed.
Enhancing Service Quality in Higher Educationiosrjce
The service sector is now playing an increasingly important role in the economy of many nations
including India. The success of any service industry depends heavily on service quality. Higher educational
institutions also represent a crucial component of the service sector hence service quality is crucial to their
survival in a competitive marketplace. Measuring service quality in higher education institutions is a
challenging endeavor, and many commonly used institutional measures of quality may be of limited importance
to students. Moreover, many higher education institutions in India erroneously feel that students are a captive
audience and the demand for their educational services is inelastic. This paper draws attention to the fact that
as competition intensifies between private, public, and online education providers, this attitude will have to
change and they will have to lay greater emphasis on improving service quality. This essentially means that they
will have to develop techniques to measure the quality of educational services which are different from those
currently prevalent and which are focused on their primary stakeholders –the students. This paper discusses the
importance of the five factors of service quality which are deemed critical from the customers’ point of view
namely core service or service product, human and non-human element of service delivery, tangibles and social
responsibility, and argues that each one of these factors is as applicable to the higher education sector as they
are to other service sectors. Higher educational institutions whether at undergraduate or postgraduate level
must formulate a distinctive service proposition—a proposal regarding how they will choose to serve students,
and implement it through a strategy of policies, practices, and procedures which are oriented towards the
student as a customer so as to survive in the current competitive scenario.
Fuzzy Measurement of University Students Importance Indexes by Using Analytic...IRJESJOURNAL
Purpose: The purpose of this paper is to apply a Fuzzy Analytical Hierarchy Process model FAHP for estimating students' importance indexes problem, where the measures of students' attitudes and responses are often uncertain or difficult to determine by using non-fuzzy model. Fuzzy set theory treats a kind of uncertainty called fuzziness. It shows that the boundary of “yes” or “no” is ambiguous and appears in the meaning of words or included in the subjunctives or recognition of human beings. Design/methodology/approach: This paper adapts FAHP to analysis students' satisfaction for the services submitted by the university to enhance learning process and circumstance environment for students, this area of researches is still out of university importance. For the purposes of the survey, questionnaires were designed for all the factors which are affecting in students' satisfaction and most probably all these factors are taken according to their suitable priority. There were five main criterions in the questionnaires. Criterion one focuses on administrative university services Si, the second criterion concentrate with teaching and learning process Ti, while the third criterion is university climate and student activities Ai, the fourth criterion covers the administrative facilities Fi, and the fifth criterion is learning facilities students Li, were asked to measure their perceived experiences with those criterions. Each criterion contains some of sub criteria. Findings: The results illustrate that the quality of teachers T1, Opportunities for recreational activities A1, fair evaluation for students T6, and remedial support A3 are the most important indexes for students. The proposed model would help decision-makers to enhancement the quality of the services and may be adding other facility to make the university more attractive. Research limitations/implications: This paper makes some assumptions such as the number of sample are taken from seven colleges only and not cover all colleges in the university and concentrated about the final levels. Originality/value: This paper introduces fuzzy theory with AHP approach to the research of university services as customers in public firms and it has reached some valuable conclusions, which has opened up a new field of study in the universities services area
This tracer study determined the employment status
of BS Computer Science
Graduates of LPU from 2004-2009. It also assessed t
he relevance of BSCS curricula,
knowledge, skills and work values acquired by the g
raduates relevant to their
employment; identify the personal and professional
characteristics and job placement
of Computer Science graduates and the school relate
d factors associated with their
employment. The findings of the study served as the
basis of the researcher to
improve, update or enhance the curricula of BSCS pr
ogram to make this more
responsive to the needs of fast changing technology
.
There were 85 percent of the surveyed respondents w
ho were gainfully employed;
majority have professional, technical and superviso
ry position, landed on their first
job related to their course completed, obtained the
ir first jobs in less than 1 year;
stayed in their first job more than 1 year, career
challenge, salaries and benefits are
the prime reasons for changing the job and lack of
work experience is the number 1
problem they encountered when looking for a job.
Information Technology and communication skills dev
eloped by LPU were
considered very much useful to the present work of
the respondents. Work related
values like love for God, supportiveness, courage,
tolerance and perseverance were
also deemed very much useful to the present employm
ent of the respondents. The
proposed program of the study focused on academic d
evelopment, employment
opportunity and enhancing leadership capability of
Computer Science graduates.
It is strongly recommended that the graduating stud
ents before graduation must be
given ample time to experience pre – employment exa
minations and interviews.
Faculty development trainings must be given to the
faculty members teaching
professional subjects. As to general Education Subj
ects, Mathematics and Language
subjects must also be strengthened. All Offices and
Departments must continue to
improve their services towards the attainment of ma
ximum customer satisfaction.
I, hereby declare that this SPSS research Project entitled “A STUDY OF FACILITIES GIVEN BY CANTEEN IN COLLEGES-SPECIAL REFERENCE TO PRADHIKARAN” is my original work and the conclusions drawn therein are based on the material collected by me.
Survey On the Service Satisfaction Of DBCET College Canteen .Samaresh Debbarma
A college canteen is a stall where the students take light Tiffin .The teachers,
employees and guests also eat here. A college canteen is a part of college life. We
cannot think of our college life without canteen. Students depend much on college
canteen. It is the reliable source of their taking foods. Sometimes the outside hotels
provide hygienic and poor quality foods that are harmful for health. Students have
to take such kind of foods because of the lack of the college canteen.
A college canteen is a part and parcel of a college life. It is very useful for the
students
A Research Study: College Students, Social Media, and the SelfPaul Brown
( Find out more: http://wp.me/pTIwx-1pT ) The following presentation is from my PhD dissertation proposal hearing. It outlines my study which attempts to inform an understanding of this generation of traditionally aged college students and their relationship with digital and social technologies. Specifically, it aims to understand how college students navigate environments that are saturated by digital and social technologies and how these environments impact students’ psychological sense of self.
EMPLOYABILITY OF BA-ECONOMICS GRADUATES: A TRACER STUDYAJHSSR Journal
ABSTRACT : The study aimed to evaluate the employability of the graduates of the Bachelor of Arts in
Economics of Surigao del Sur State University – Tandag Campus from 2011 to 2016. Specifically, the
conducted study was administered in the municipalities of Surigao del Sur during the academic year 2016 -
2017. This study used the simple frequency, percentage, ranking, weighted mean and modal value to determine
the employability of the graduates under study. The respondents of this study were the BA – Economics
graduates from 2011 to 2016. Out of 107 total graduates, 84graduates answered the questionnaire. Majority of
them were single and located in the City of Tandag. Most of the respondents were male who graduated in school
year 2010 – 2011. Noted that among the 18 multiple responses of the respondents were receiving first job’s
gross monthly earnings of less than 10,000 and those who were locally employed answered that their present
employment is still their job after graduation.
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To circumvent the current pollution-prone disposal of the spent bleaching earth (SBE), an experimental program was conducted to recover the waste SBE and to use it for air dehumidification application. Waste SBE was obtained from the damping site of the oil industry, and the entrained oil was recovered via hexane extraction while the remaining hydrocarbons were oxidized with 30% H2O2 and heat at 550 oC. This reactivation procedure affords oil useful in other ole-chemical applications and active SBE for air dehumidification. For the purpose of adsorbent development, SBE regeneration was found to follow two routes, solvent extraction followed by oxidation using 30% H2O2 which retains the elasticity of the clay crucial in molding the adsorbents and thermal processing at 550 oC after molding. Experiments were carried out in batch system, and the effects of parameters including, activation temperature, contact time, The sorption characteristic of the adsorbent established two peaks when activated at 550 oC and 650 0C with a capacity of 27.07 and 26.63% respectively. The regenerated SBE proved to be a promising adsorbent for moisture since its sorption capacity was higher than that of clay (15%) which is commonly used as commercial desiccant.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
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1. WORLD ACADEMIC JOURNAL OF BUSINESS & APPLIED SCIENCES-MARCH-SEPTEMBER 2013 EDITION
International Journal of Marketing Research
July 2013 VOL.1, No,5
Students Satisfaction and Service Quality: Emphasis on
Private Universities in Bosnia and Herzegovina
Mersid Poturak
International Burch University
Faculty of Economics, Management Department,
Francuskerevolucijeb.b. 71200 Sarajevo, BiH
Accepted 24 July 2013
Abstract
The purpose of this study is to examine overall service quality of private higher education institutions in
Bosnia and Herzegovina and its affect on students satisfaction. Questionnaire was designed and
delivered to a sample of 300 respondents from four higher education institutions. Data were future more
statistically analyzed by performing descriptive statistics in order to get students perceptions about
service quality in these institutions. In general the results show that the students have slightly positive
opinion about the service quality at these private institutions. The institutions that are used as a sample
in this research have to design and put into practice quality standards and system and constantly check it
with the aim to raise the quality of education and achieve competitive advantage on quickly rising
institutions in private sector
.
Key words: Students, Students Satisfaction, Service Quality, Private Education Institutions
1. Introduction
Selection of the university is one of the most important life decisions among young people. With a
continually rising assortment of educational options, future students look for institutions that will
provide them a distinctive educational knowledge that they will keep in their minds for a life time. Also,
students usually seek an educational program that will prepare them for a successful profession and that
will provide them profitable employment. In order to satisfy mention needs, private higher education
institutions have to do constant research in the area of student satisfaction and they have to find ways
how to increase service quality that will bring them new students every year.
Although in developed countries the state still plays a dominant role in the “production” of primary
and secondary education, in higher education, the private sector is gradually becoming ever more
important. The development of the market, science and technology has led to an increase in demand for
education and professional quality experience that are generally acquired in the private higher education
institutions. In transitional societies reception of new value takes place slowly. There is obviously
distrust, in the Bosnian society, in newly opened private universities and colleges. The transition
actually allows for a large number of private higher education institutions of questionable quality for
which the public discourse prevailing opinion that private education in Bosnia and Herzegovina is a
simple form of taking diploma in a easier way(Mehmedić-Džonlić, 2012).
As a response to the global economic challenges, the European countries have developed the
Bologna Process which is mainly based on the underlying principle to initiate the research and
development of society with the ability to make stronger the international competitiveness of the
European economy. Furthermore, the Bologna Process may especially become a significant chance to
transition countries such as Bosnia and Herzegovina to bring up to date its higher education, therefore
investing in the development of its human resources.
European Union countries tend to have 30 percent of the population to be higher educated, while in
Bosnia and Herzegovina, bellow 5 percent of the population has a university degree. Moreover, there
are more important questions such as whether and how quality of our high education institutions lags
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2. WORLD ACADEMIC JOURNAL OF BUSINESS & APPLIED SCIENCES-MARCH-SEPTEMBER 2013 EDITION
behind the European. These and many other questions are the questions that higher education institution
and government representatives have to think about. Unlike Europe and the United States, Bosnia and
Herzegovina imposes another dilemma - private or public university. According to experts, this dilemma
does not exist because there is room for one and other and in equal competition game students can only
be beneficial.
Today's academic environment is constantly changing and becoming more and more competitive,
where future students have numerous opportunities available to them. Knowing this fact higher
educational institutions have to find ways haw to attract and keep existing students and how to develop
stronger relationships with them. Higher education institutions that want to gain competitive advantage,
they have to take student satisfaction as the main source of competitive advantage. If they succeed to
satisfy their customers (students), this satisfaction will bring student retention, new students will be also
attracted and positive word of mouth about institution will be spread as well.(Arambewela & Hall,
2009)
In order to perform Bologna Process and ensure the high quality education the private universities
should be aware of current situation that is related to students’ satisfaction and quality of the services.
The reason for conducting this study was because, Bologna Process requires quality of service and
student’s perception on quality service at private universities is valuable data.
Specifically, we can say that the purpose of this study is to examine overall service quality of
private higher education institutions in Bosnia and Herzegovina and also to get students perceptions on
University services such as Academic and Administration Staff services as well as their perception on
facilities and equipment adequacy. In following sections basic definitions of customer satisfaction, brief
summary of relevant literature on this topic as well as background of the private higher education in
Bosnia and Herzegovina will be presented. How data were collected for this study will be presented in
methodology section. Collected data, from 300 surveyed students will be analyzed by performing
descriptive statistics. As last part of this study, results from descriptive analyzes will be presented
together with the conclusion section were different suggestions for private higher education institutions’
representatives will be provided, in order to improve quality of the service as well as building good
relationships with their customers.
2.
Literature Review
The topic of service quality in higher education institutions and students satisfaction has been
widely explored in the literature. Satisfaction and motivation of students play important role in
determining education quality. The most important purpose in education sector is to satisfy students.
Students that are satisfied with the service quality of their institution will become a basis of competitive
advantage. Moreover, satisfied students will provide word of mouth marketing for higher educational
institutions. Since students are direct recipients of university services, students’ perceptions about
service quality of higher education institutions become significant issue for universities and their top
management representatives. (Brochado, 2009)
Measuring the quality of services was a focus to a big number of the practitioners and researches in
past decades because of its intangible and compound character as well as because of rivalry between the
educational institutions and the tendency for excellence in education(Ramseook-Munhurrun, Naidoo,
&Nundlall, 2010).
Service quality of higher education institution is basically defined considering students overall
assessment on the services they received that is actually element of their learning experience
(Asaduzzaman, 2013).This covers a diversity of educational behavior both within and outer the
classroom such as satisfaction with an academic staff, staff services, satisfaction with a campus and
dormitory, overall services, different programs organized by university, personal development,
education facilities, etc.
There are many definitions about satisfaction in literature that is related to service as well as to
consumer behavior. In his study Oliver defined satisfaction as a pleasing accomplishment of needs and
wants. On the other hand student satisfaction is a bit compound experience and it has special
dimensions (Richardson, 2005). Elliott & Shin, (2002p.198), Defined student satisfaction as; “the
favorability of a student’s subjective evaluation of the various outcomes and experiences associated
with education. Student satisfaction is being shaped continually by repeated experiences in campus
life”.
128
3. WORLD ACADEMIC JOURNAL OF BUSINESS & APPLIED SCIENCES-MARCH-SEPTEMBER 2013 EDITION
Alves & Raposo (2010) in their study found that positive perceptions of service quality has a
important power on student satisfaction and therefore satisfied student would spread positive
word-of-mouth which will attract more students.
Both academic performances of the higher education institution representatives as well as the
administrative efficiency of the institution can lead to the fact that students are more motivated or
inspired therefore more satisfied with the service. (Asaduzzaman, 2013)
In their study (Abbasi, Malik, Chaudhry, & Imdadullah, 2011)used ten major constructs i.e.
teaching, administrative/management support, transportation, library, computer labs & general labs,
accommodation, medical; sports, prayer/religious facilities, and class room facilities to measure students
satisfaction in Pakistan Universities. Findings showed that students are dissatisfied with many core
services and facilities like teaching, administrative support, library, labs, accommodation, medical, and
sports, while they are satisfied only in three augmented areas like transportation, class room and prayer
facilities.
3. Background of the Private Higher Education in Bosnia and Herzegovina
Public higher education in Bosnia-Herzegovina is not in good way systematized at the all levels of
country structure (state, entity and cantonal levels), while private higher education is not evidently
synchronized within the legal context. The authors of the law[s] of the higher education actually did not
realize that the contemporary private higher education cannot be controlled by such law(s), which
was/were formed with mainly goal to retain the conventionally advantaged position of the public higher
education institutions (Dizdar, 2010).
In order to confirm the quality of public higher education, Bosnia-Herzegovina has launched an
initiative to acquire the sponsorships of the European Commission and the Council of Europe, at the
beginning from 2003, By the way, Bosnia-Herzegovina established the Agency for Development of
Higher Education and Quality Assurance (HEA) and nearly altogether public universities established
Quality Assurance Office with the aim to ensure standards for internal and external quality assurance,
but its application is mainly behindhand. Also, it should be noted that for the reason that very deprived
quality of education students who complete studies at public universities are not able to respond to the
needs of a market because graduates do not own satisfactory practical knowledge and abilities to use
modern technology. The curricula and programs at public universities are obsolete and put-upon with
the traditional courses that highlight only the theoretical knowledge and neglect handling of new
technology. Furthermore, as a implication of the earlier communist system, public universities
exaggerate social sciences while natural and technical sciences are overlooked(Mulalic, 2012).
Therefore private higher education institutions found the room for their development and for a bit
different offer to potential students by providing internships and other distinguish market offerings.
4. Methodology
Data for the study were collected through a survey delivered to students in Bosnia and Herzegovina.
A total of 300 questionnaires were distributed to students who live in different cities in Bosnia and
Herzegovina. Of the 300 questionnaires, 292 were accepted as usable for the study. Pilot test was
conducted to ensure consistency and validity of the measures. Data have been analyzed by using SPSS
software. For the first part frequency distribution statistics was performed. Future more data were
analyzed by performing descriptive statistics. Specifically, this research looks for some empirical
evidence that could be used for explaining the students' satisfaction with the private universities in
Bosnia and Herzegovina, including components like: Academic staff, Staff Services, Campus,
Dormitory, Services, Programs, Personal Development, Education facilities, Cafeteria and etc. Results
of these findings will be presented in following section.
5. Results
In the following table we can see which faculties as private higher education institutions are used in
our study. There were four private higher education institutions and majority of students are coming
from Education faculty, 46,23 %. 19,86 are from Faculty of Economics while 16.09 % and 12,67 are
from Faculty of Engineering and IT and English Preparation school.
Table 1. Private Higher Education Institutions Used in the Study
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4. WORLD ACADEMIC JOURNAL OF BUSINESS & APPLIED SCIENCES-MARCH-SEPTEMBER 2013 EDITION
Institution
Valid
Frequency
Percent
47
16.09
16.09
Education faculty
135
46.23
46.23
Faculty of Economics
58
19.86
19.86
English Prep. school
38
12.67
12.67
Total
292
100
100
Faculty of Engineering and IT
Percent
Descriptive statistics was performed for the survey questions number 8, 9 and 10. In table 2 we
can see students’ opinion about quality of the institution's services in general, their feelings towards the
institution's services and how likely they would recommend the institution to others.
Table 2. Descriptive Statistics
N
the institution's services in general?
How likely are you to recommend
the
institution to others?
Valid N (list wise)
1.00
7.00
4.97
1.00
7.00
5.20
284.00
How do you describe your feelings towards
Mean
288.00
institution's services in general?
Maximum
288.00
How do you rate the quality of the
Minimum
1.00
7.00
5.05
284.00
For the question “How do you rate the quality of the institution's services in general?”, we can
notice that there are 288 respondents. Minimum value of the scale used is 1 (Very poor) and the
maximum value is 7 (Excellent) (seven point scale). The mean value is 4.97. This shows us that there is
a slight satisfaction with the quality of the institution’s services in general.
For the question “How do you describe your feelings towards the institution's services in general?”,
we can notice that there are 288 respondents. The mean value is 5.20. This shows us that there is a slight
satisfaction with the feelings about the institution’s services in general.
For the question “How likely are you to recommend the institution to others?”, we can notice that
there are 284 respondents. The mean value is 5.05. This shows us that there is a slightly positive
likeliness of recommending the institution to others.
In the following part of the analysis descriptive statistics was performed for the questions related
with Academic staff, Staff Services, Campus, Dormitory, Services, Programmes, Personal Development,
Education facilities, Cafeteria.
Mean values and standard deviation is provided for each question, as well as the number of
respondents. Furthermore, overall mean value is provided for each type of the questions.
Table 3. Student Satisfaction with Academic Staff at Their Institution
Std.
N
Academic staff deals with me in
a caring and courteous manner.
Minimum
Maximum
Mean
287.00
1.00
7.00
5.28
1.62
279.00
1.00
7.00
5.28
1.58
Deviation
Academic staffs are never too
busy to respond to my request
for assistance.
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Academic staff show positive
attitude towards students.
284.00
1.00
7.00
5.27
1.58
266.00
1.00
7.00
5.17
1.47
283.00
1.00
7.00
5.11
1.73
284.00
1.00
7.00
5.04
1.67
282.00
1.00
7.00
4.79
1.69
281.00
1.00
7.00
4.64
1.81
282.00
1.00
7.00
4.62
1.64
Academic staffs have the
knowledge to answer my
questions relating to the course
content.
When I have problem, academic
staffs show a sincere interest in
solving it.
Academic staffs communicate
well in the classroom.
Academic staffs provide
feedback about my progress.
Academic staffs allocate
sufficient and convenient time
for consultation.
Academic staffs are highly
educated and experienced in
their respective field.
Overall Mean Value
5.02
If we look at table 3, we can see students opinions about academic staff at their institution. We can
notice that overall mean value is 5.02. This shows that the students slightly agree with the statements
from the questionnaire, which implies that they have slightly positive opinion about the academic staff.
The highest mean value (5.28) is related with questions: “Academic staff deals with me in a caring and
courteous manner” and “Academic staff are never too busy to respond to my request for assistance”.
The lowest mean value (4.62) is related with the question: “Academic staff is highly educated and
experienced in their respective field.”
Table 4. Student Satisfaction with Staff Services at Their Institution
Std.
N
Minimum
Maximum
Mean
278.00
1.00
7.00
4.76
1.77
282.00
1.00
7.00
4.71
1.83
279.00
1.00
7.00
4.67
1.85
282.00
1.00
7.00
4.67
1.81
Deviation
The staffs respect my
confidentiality when I disclosed
information to them.
The opening hours of
administrative offices are
personally convenient for me.
Administrative staff
communicate well with students.
Administrative staff show
positive work attitude towards
students.
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Administrative staff have good
knowledge of the
280.00
1.00
7.00
4.58
1.89
283.00
1.00
7.00
4.55
1.78
277.00
1.00
7.00
4.55
1.79
279.00
1.00
7.00
4.51
1.90
280.00
1.00
7.00
4.51
1.94
283.00
1.00
7.00
4.49
1.82
272.00
1.00
7.00
4.35
1.90
systems/procedures
When I have problem,
administrative staffs show a
sincere interest in solving it.
Administrative staffs are never
too busy to respond to a request
for assistance.
Administration offices keep
accurate and retrievable records.
Students are treated equally and
with respect by the staff.
Administrative staffs provide
caring and individual attention.
When the staffs promise to do
something by a certain time,
they do so.
Overall Mean Value
4.58
When we look at table 4 we can notice that overall mean value about student satisfaction with staff
services at their institution is 4.58. This shows that the students’ opinion about staff services is between
“slightly agree” and “neutral”. This implies that they have slightly positive opinion about the academic
staff. The highest mean value (4.76) is related with question: “The staff respects my confidentiality
when I disclosed information to them”. The lowest mean value (4.35) is related with the question:
“When the staffs promise to do something by a certain time, they do so.”
Table 5.Student Satisfaction with Campus
Std.
N
The institution has a professional
appearance/ image.
The university has an easily
accessible location.
The university campus has a safe
environment.
Minimum
Maximum
Mean
283.00
1.00
7.00
4.97
1.71
283.00
1.00
7.00
4.91
1.75
284.00
1.00
7.00
4.73
1.89
285.00
1.00
7.00
4.49
1.80
281.00
1.00
7.00
4.46
1.99
Deviation
The institution has an ideal
location with excellent campus
layout and appearance.
The parking services at the
university are adequate.
Overall Mean Value
4.66
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Table 5 presents student satisfaction with campus. We can notice that overall mean value is 4.66. This
shows that the students’ opinion about campus is between “slightly agree” and “neutral”. This implies
that they have slightly positive opinion about the academic staff. The highest mean value (4.97) is
related with question: “The institution has a professional appearance/ image”. The lowest mean value
(4.46) is related with the question: “The parking services at the university are adequate.”
Table 6. Student Satisfaction with Services at Their Institution
Std.
N
I feel secure and confident in my
dealings with this institution.
Minimum
Maximum
Mean
281.00
1.00
7.00
4.92
1.86
275.00
1.00
7.00
4.64
1.78
279.00
1.00
7.00
4.62
1.76
277.00
1.00
7.00
4.53
1.95
276.00
1.00
7.00
4.52
1.81
276.00
1.00
7.00
4.50
1.81
276.00
1.00
7.00
4.49
1.93
260.00
1.00
7.00
4.43
1.76
282.00
1.00
7.00
4.17
1.86
276.00
1.00
7.00
4.01
1.88
279.00
1.00
7.00
3.87
1.92
Deviation
The institution provides services
within reasonable/expected time
frame.
The institution has standardized
and simple service delivery
procedures.
Students are given fair amount
of freedom.
The institution operates
excellent counseling services.
The institution values feedback
from students to improve service
performance.
The institution encourages and
promotes the setting up of
student’s Union.
The university provides services
for students with special needs.
Inquiries/complaints are dealt
with efficiently and promptly.
Information services via
web-site are adequate.
Health services are adequate.
Overall Mean Value
4.43
When we look at table 6, we can notice that overall mean value of students’ perceptions about services
at their institution is 4.43. This shows that the students’ opinion about services is between “slightly
agree” and “neutral”. This implies that they have slightly positive opinion about the dormitory. The
highest mean value (4.92) is related with question: “I feel secure and confident in my dealings with this
institution.” The lowest mean value (3.87) is related with the question: “Health services are adequate.”
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Table 7.Student Satisfaction with Dormitory at Their Institution
Std.
N
Minimum
Maximum
Mean
252.00
1.00
7.00
4.77
1.78
256.00
1.00
7.00
4.74
1.81
251.00
1.00
7.00
4.74
1.75
249.00
1.00
7.00
4.41
1.85
Deviation
The dormitory facilities are
usually clean and well taken
care of.
The dormitory facilities and
equipment are adequate.
Dormitory staff provides
good quality service to
students.
Dormitory fees are
reasonable.
Overall Mean Value
4.66
When we speak about the dormitory (table7), we can notice that overall mean value is 4.66. This
shows that the students’ opinion about dormitory is between “slightly agree” and “neutral”. This implies
that they have slightly positive opinion about the dormitory. The highest mean value (4.77) is related
with question: “The dormitory facilities are usually clean and well taken care of.” The lowest mean
value (4.41) is related with the question: “Dormitory fees are reasonable.”
Table 8. Student Satisfaction with Programs at Their Institution
Std.
N
The institution runs excellent
quality programmes.
Minimum
Maximum
Mean
280.00
1.00
7.00
4.67
1.81
281.00
1.00
7.00
4.57
1.78
281.00
1.00
7.00
4.56
1.74
279.00
1.00
7.00
4.54
1.82
272.00
1.00
7.00
4.44
1.76
Deviation
The institution offers
programmes with flexible
syllabus and structure.
The institution offers a wide
range of programmes with
various
specialisations.
The institution offers highly
reputable programmes.
The institution’s graduates are
easily employable.
Overall Mean Value
4.56
Table 8 presents student satisfaction with programs at their institution. We can notice that overall mean
value is 4.56. This shows that the students’ opinion about the programs is between “slightly agree” and
“neutral”. This implies that they have slightly positive opinion about the programs. The highest mean value
(4.67) is related with question: “The institution runs excellent quality programs”. The lowest mean value
(4.44) is related with the question: “The institution’s graduates are easily employable.”
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Table 9.Student Satisfaction with Personal Development at Their Institution
Std.
N
The university supports students'
personal development projects.
Minimum
Maximum
Mean
278.00
1.00
7.00
4.27
1.85
280.00
1.00
7.00
4.17
1.97
280.00
1.00
7.00
4.11
1.96
280.00
1.00
7.00
3.82
1.96
278.00
1.00
7.00
3.78
1.92
Deviation
International cooperation
programs at the university
(student exchange, study visits
etc.) are adequate.
Extracurricular activities
(seminars, workshops etc.) at the
university are adequate.
Recreation and sport facilities at
the university are adequate.
Services and facilities of art at
the university are adequate
(music, photography, painting
etc.).
Overall Mean Value
4.03
When we speak about the personal development (table 9), we can notice that overall mean value is
4.03. This value is lower than mean values of the other sections. This shows that the students’ opinion
about the personal development section is “neutral”. This implies that they neither have positive nor
negative opinion about the personal development. The highest mean value (4.27) is related with
question: “The University supports students' personal development projects.” The lowest mean value
(3.78) is related with the question: “Services and facilities of art at the university are adequate (music,
photography, painting etc.).”
Table 10.Student Satisfaction with Education Facilities at Their Institution
Std.
N
Class sizes are adequate for high
quality education.
The labs at the university are
adequate for quality education.
Academic facilities are adequate
for quality education.
The institution has up to date
equipment.
Minimum
Maximum
Mean
277.00
1.00
7.00
4.83
1.74
275.00
1.00
7.00
4.73
1.69
276.00
1.00
7.00
4.64
1.73
280.00
1.00
7.00
4.63
1.75
278.00
1.00
7.00
4.61
1.77
281.00
1.00
7.00
4.21
1.90
Deviation
The university provides
up-to-date information
technology for students.
The library services at the
university are adequate.
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Overall Mean Value
4.61
From table 10 we can see student satisfaction with education facilities at their institution. We
can notice that overall mean value is 4.61. This shows that the students’ opinion about the programs is
between “slightly agree” and “neutral”. This implies that they have slightly positive opinion about the
education facilities. The highest mean value (4.83) is related with the question: “Class sizes are
adequate for high quality education.” The lowest mean value (4.21) is related with the question: “The
library services at the university are adequate.”
Table 11.Student Satisfaction with Cafeteria at Their Institution
Std.
N
Minimum
Maximum
Mean
279.00
1.00
7.00
3.85
2.19
284.00
1.00
7.00
3.61
2.16
283.00
1.00
7.00
3.36
2.02
284.00
1.00
7.00
2.76
1.95
284.00
1.00
7.00
2.24
1.69
Deviation
The university cafeteria is
usually clean and well taken care
of.
Cafeteria staffs provide good
quality service to students.
The university cafeteria provides
high quality food and beverages.
The food variety is adequate.
Prices at the university cafeteria
are reasonable.
Valid N (list wise)
81.00
Overall Mean Value
3.16
If we speak about the cafeteria (table 11), we can notice that overall mean value is3.16. This shows
that the students’ opinion about the programs is between “neutral” and “slightly disagree”. This implies
that they have slightly negative opinion about the education cafeteria. The highest mean value (3.85) is
related with the question: “The university cafeteria is usually clean and well taken care of.” The lowest
mean value (2.24) is related with the question: “Prices at the university cafeteria are reasonable.”
6.
Conclusion
Over the past decade there have been significant changes in the business of higher education institutions.
Higher education institutions are under pressure from society and the state to achieve the best possible
relationship between the services provided and the compensation they receive. Since student satisfaction
positively influences their decision to continue their education at that institution and the positive buzz that
will attract prospective students of higher institutions are making great efforts to ensure a higher quality of
education that will meet the social and individual needs of students.
Findings show that there is a slight satisfaction with the quality of the institution’s services in general.
We could notice that students have slightly positive opinion about the academic staff and between “slightly
agree” and “neutral” for staff services, campus, dormitory, services, programs, personal development and
education facilities. For cafeteriafindings show that the students’ opinion about the education cafeteria is
between “neutral” and “slightly disagree”. This implies that they have slightly negative opinion about the
education cafeteria. These findings can help private higher education institutions representatives to have
feedback about students’ satisfaction with the services that are provided. The institutions that are used as a
sample in this research in order to keep and improve current quality of education and achieve competitive
advantage on quickly rising institutions in private sector, they have to design and put into practice quality
standards and system and constantly check it.
The fact that the results are based on a predefined sample is a constraint in terms of their applicability to
theoretical courses that are conducted at other higher institutions. Consequently, recommendation for future
research is the extension of the sample to other private higher education institutions in Bosnia and
Herzegovina.
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