Antecedents and consequences of service quality in a higher education context : A qualitative research approach

Purpose – The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia.

Design/methodology/approach – This research used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.

Findings – The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust.

Originality/value – This paper found three separate themes and their relationships with service quality in the context of a university. These themes are: information, past experience and brand performance. Perceived service quality was found playing an important role in this theoretical model. The model provides a good explanation of university brand performance and students' behavioural intentions.

A participatory action research project at the nexus of health promotion and sustainability in higher education

Like many educational institutions, Deakin University has embraced the challenge of developing curricula to ensure that graduates are environmentally literate and competent to address sustainability in professional practice. Despite an abundance of literature pertaining to the link between human health and environmental degradation, the development of health-related education for sustainability curriculum has been slow. Health promotion, an integral aspect of health professional training in Australia, is considered an area of practice well suited to the action of sustainability. This article highlights the findings of a pilot project that explored which graduate-level health promotion competencies and principles for practice can be transferred to action on sustainability. Methodologically, this study offers a participatory action research process enhanced with case study design principles. Findings from the four case studies highlight that health promotion competencies are compatible with action on sustainability. The article also illuminates the themes in the literature about the value of mutually reinforcing pedagogies associated with education for sustainability and work-integrated learning. The article contributes to discussion in an emerging area of health curriculum, namely, health-related education for sustainability. It posits that health promotion is an area of the health curriculum that can support the development of competencies at the nexus between health and sustainability.

Cultural and gender politics in Australian education, the rise of edu-capitalism and the 'fragile project' of critical educational research

This paper draws on research by Australians on Australian education to explore the tension between being critical and being marginalised. In it, I examine how research is positioned in the changing field of education in relation to government, society and the economy in the context of the rise of edu-capitalism globally. I then explore the policy shifts framing the cultural and gender politics of the research/policy problematic in Australia from the perspective of policy critique, policy service and policy advocacy. I consider how the global reconfiguring and reframing of higher education is impacting on the nature and institutional base of educational research, and it’s gendered implications. Finally, I argue that critical educational research is what makes educational research distinctive and also ‘makes a difference’ within a democratic society.

The impact of educational research: alternative methodologies and conclusions

Recent controversy regarding the nature, organization and impact of educational research in the UK (Hargreaves, 1996; 1997; 1999; Hammersley, 1997; Tooley, 1998; Hillage et al., 2000; Ball, 2001) seems to devote little attention to research on the impact of educational research. This paper examines a recent Australian report (The Impact of Educational Research, DETYA, 2000) in terms of both its conclusions and its methodologies. It suggests that the impact of educational research on both policy and practice is often complex and indirect rather than linear and straightforward and that the methodologies employed in assessing such impact need to be similarly complex. Moreover, it would appear that this particular research supports Atkinson's (2000) contention that the ways in which educational research is typically produced and utilized is as part of a complex conversation about a diversity of purposes, effects and judgements rather than a more technically oriented implementation of 'what works'.

Towards enhancement of practicum teaching and learning: a theoretical framework to inform social work field education

During 1996 eighty social work students and 130 field educators from New Zealand were surveyed about their experiences of the teaching during students' first field placements. The sample was drawn from three schools of social work facilitating student placements with clients across nine broad types of client services. Ten percent of the total student and field educator
sample were later interviewed about these experiences and the findings related to this research have been reported elsewhere (Maidment, 2000; 1999). During the course of conducting the research it became apparent that the practicum component of social work education was somewhat bereft of learning theory that could be specifically used to understand the
unpredictable and varied nature of field education and the complexity of the student! supervisor relationship. Hence the development of a conceptual framework to both guide the research and later explain the findings on field teaching and learning became a major focus of the research. The following article traces the process used to develop a framework to understand the diverse nature of practicum education.

Planning, delivery and evaluation of information literacy training for engineering and technology students

Information literacy has become an important skill for undergraduate students due to societal changes that have seen information become a valuable commodity, the need for graduates to become lifelong learners, and the recognition that information literacy is an underpinning generic skill for effective learning in higher education. This paper describes a sequence of activities and technologies designed to help students learn and practice information literacy skills. These activities have been purposefully designed and integrated into a first-year engineering and technology study unit as a core syllabus element. A formal evaluation of aspects of these activities was planned and undertaken in semester one 2003.

Primary numeracy: a review of Australian research

Focuses on a national project that analyzed Australian research on primary school numeracy from 1994 to 2004. Effective teaching methods used in numeracy education; Summary of children's development of specific mathematical concepts; Findings of several researches on primary school probability and statistics, measurement, number, space and equity.

Employer (dis)satisfaction With Australian marketing graduates: the development of a research framework

The gap between the skills and competencies of graduates on finishing their degrees and those required by employers is well documented in the literature with the development of educational curricula in business, and particularly marketing, being the subject of much research and debate over the past two decades. Nevertheless no comprehensive model appears to have been developed or tested within the Australian education sector to ensure the provision of adequate information on which to base decisions in this field. This paper attempts to contribute to this research area by presenting preliminary investigations into the needs of Australian businesses mainly in relation to marketing skills of graduates. Using a mail survey to collect data from 194 Australian businesses, a Wilcoxon signed-rank test was used to investigate the significant differences between the importance and satisfaction levels placed by employers on various graduate attributes. Findings of this research show that marketing skills appear to be valued at a lower level than general graduate attribute skills and that marketing programs may need to focus on basic marketing skills, more general skills and personal attributes rather than the higher level marketing skills that we currently teach at Australian universities.

Essentials of marketing research : an applied orientation

A lively, practical and concise text suitable for a one-semester course course in marketing research this book presents marketing research concepts in a highly applied and managerial way. Two of the authors are from Australian universities.

A primary numeracy : a mapping review and analysis of Australian research in numeracy learning at the primary school level : report

The outcome from this project produces a database of over 185 projects and 726 publications relating to numeracy research to systematically ‘mapped’ Australian research on primary school numeracy over the last decade. The database incorporates research summaries and findings that are easily accessible to teachers and teacher educators, and act as a valuable tool for determining further research directions. The project report examines the available research and organises the discussion of the research findings under a set of themes and sub-themes.

Some summarised examples from the report reveals that:

* Effective teachers of numeracy:
- have high expectations of their students;
- focus on children’s mathematical learning, rather than on providing pleasant classroom experiences;
- provide a challenging curriculum;
- use higher-order questioning;
- make connections both within mathematics and between mathematics in different contexts; and
- use highly interactive teaching involvement with students in class discussion.

* Effective professional development programmes:
- provide teachers with the time and appropriate resources to enable them to reflect on their teaching;
- provide continuing support and encouragement while teachers explore possibilities and trial new strategies in their classrooms;
- involve teachers in school-based and wider networks;
- are of sufficient duration to allow significant changes to habitual beliefs and practices; and
- create opportunities for the exploration of theory-practice relationships.

The impact of information and communications technology on teaching and design of flexible, online and distance education courses at Deakin University

This paper describes the use of an online learning environment which has been established for postgraduate students studying at Master’s level in Professional Education and Training Deakin University. A detailed evaluation of the use of computer conferences in an Open and Distance Education specialism was undertaken during 2000 as part of a CUTSD funded project, Learner Centred Evaluation of Computer Facilitated Learning Projects in Higher Education. As the Open and Distance Education specialism is being revised and new units are written, the information gathered in this evaluation is being integrated into the pedagogical planning and the technological decisions being made about the design of the new master’s program.

The role of schools in the enhancement of social tolerance and cohesion: a case study research project in the Pacific region

It is generally assumed that education will be good for a country and its inhabitants. But if the educational experience does not support those aspects of a culture the inhabitants believe to be most important, it does not contribute to social cohesion. Societies adjusting to 'modern' forces, question the 'benefits' of education, when they have poorly-funded, centralised education systems, uneven access to schooling, and where student progress is determined by academic exams and post-school employment options are few. In such circumstances, citizens are uncertain how to use education to cohere their culture and society.

This World Bank funded consultancy project sought the views of citizens of the Solomon Islands and Vanuatu on the role of schools in maintaining culture and in promoting social tolerance and harmony. Researchers also developed an educational framework for promoting social cohesion and democratic participation in schools in the Pacific region.

This presentation will consider :

* The context of the study in the Pacific region
* Research and the World bank
* Issues associated with case study research
* Case study findings
* The educational framework developed.