Service quality in a higher education context : an integrated model

Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context.

Design/methodology/approach – This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at the Central Queensland University (CQU), Rockhampton, Australia, generated key themes and their interrelationships. The theoretical model was then tested using structural equation modelling technique on a sample of 528 university students.

Findings – The findings show that information (marketing communications) is more statistically significant than past experience as the antecedents of service quality. The consequences of service quality are composed of trust, satisfaction, and image. Overall, the results suggest a good validity of the theoretical model and the key paths in the model are found statistically significant, except past experience affecting service quality.

Originality/value – The model provides a good explanation of a university brand image, and perceived service quality was found playing an important role in this model. Universities intending to enhance their image are encouraged to consider focusing their efforts on marketing communication information, service quality, student satisfaction and trust.

Changes and challenges in higher education : what is the impact on fieldwork education?

Although fieldwork practicums have long been mandatory and integral requirements of our professional education, there is now an increasing focus on integrating work experience more broadly into a range of academic programs. These activities are increasingly coming under the spotlight of universities and the Federal government (Patrick et al., 2008). The provision of quality fieldwork education for both occupational therapy students and fieldwork educators remains critical, requiring strong collaboration and partnerships between universities, the profession and representative bodies. However, we argue that as the characteristics of universities and students has changed considerably in recent years, the planning and implementation of fieldwork needs to be informed by an understanding of these ongoing changes.

Understanding aspirations and expectations of international students in Australian higher education

The aspirations and expectations of the growing international student cohort in Australia are implicitly incorporated into recruitment and internationalization strategies but have received little academic analysis. To address this gap in the literature, this paper develops a conceptual model built upon earlier research by Tim Mazzarol and Geoffrey Soutar, which focuses on the push and pull factors relating to home country and country of destination, respectively, in relation to students’ decisions to seek international study. Focusing predominantly on Chinese and Indian students, we conceptualize, extend and place the push and pull factors within a social psychological framework in relation to students’ aspirations and expectations of international education, indicating factors that can be influenced by higher education (HE) institutions and their programmes, and those which cannot. We then interrogate the model and its applicability in Australian HE through the case study of an Indian international Study Tour conducted in our Australian HE institution in 2009. In the present context of decreased international student enrolments in Australia in 2010, where we seek to better understand our international students, the proposed model provides a basis for identifying international students’ expectations and aspirations and developing prospective international relations.

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.

Learning as knowledge networking : conceptual foundations for revised uses of the internet in higher education

This paper argues that the inherent characteristics of knowledge work, when combined with the operation of the Internet in contemporary society, produce a change in the dominant paradigm of what constitutes knowledge work. Since learning is a form of knowledge work, therefore this change will affect university education. The paper further argues that, because of the way in which online learning initially developed in universities, in most cases, the current approach to the Internet and higher education does not account for the changed conditions of knowledge in a network society. It concludes that new directions are needed which will allow us to make technology and pedagogy choices for future education better suited to a network society.

Creating spaces in higher education for marginalised Australians : principles for socially inclusive pedagogies

The Bradley Review of Australian Higher Education provided a timely reminder of the dismal performance of the nation and its higher education system in terms of the proportional representation of certain groups of Australians within the university student population. While the Australian Government has taken on the challenge of creating more university places for people from low socioeconomic status backgrounds, this article makes the case for creating spaces in higher education for marginalised Australians. Specifically, we argue that the most strategic place to begin this is with the pedagogic work of higher education, because of its positioning as a central message system in education. And it is from the centre that the greatest pedagogic authority is derived. In this paper we conceive of the pedagogic work involved in terms of belief, design and action. From these constitutive elements are derived three principles on which to build a socially inclusive pedagogy and to open up spaces for currently marginalised groups.  

Navigating student transition in higher education: induction, development, becoming

Student transition into higher education (HE) has increased in importance in recent times, with the growing trend in OECD nations towards universal HE provision and the concomitant widening of participation to include previously under-represented groups. However, 'transition' as a concept has remained largely uncontested and taken for granted, particularly by practitioners but also by many researchers. Based on an analysis of recent research in the field, the chapter suggests three broad ways in which transition can be conceived and, hence, three approaches to managing and supporting student transition in HE: as (1) induction; (2) development; and (3) becoming. The third — transition as 'becoming' — offers the most theoretically sophisticated and student sympathetic account, and has the greatest potential for transforming understandings of, and practices that support, transitions in HE. It is also the least prevalent and least well-understood. Apart from being explicit about how transition is defined, this chapter argues that future research in the field needs to foreground students' lived realities and to broaden its theoretical and empirical base if students' capacities to navigate change are to be fully understood and resourced.

Towards a southern theory of student equity in Australian higher education : enlarging the rationale for expansion

Student equity in Australian higher education is a numbers game. While university student recruitment departments focus on ‘bums on seats’, equity advocates draw attention to which bums, in what proportions and, more to the point, which seats, where. But if the counting of ‘bums’ is crude, so is the differentiation of seats. Just distinguishing between courses and universities and scrutinizing the distribution of groups is a limited view of equity. This paper proposes an expanded conception for student equity and an enlarged regard for what is being accessed by students who gain entry to university. Drawing on Connell’s notion of ‘southern theory’, the paper highlights power/knowledge relations in higher education and particularly for ‘southerners’: those under-represented in universities, often located south of cut-off scores, and whose cultural capital is similarly marginalised and discounted. The paper concludes that taking account of marginalized forms of knowledge requires thinking differently about what higher education is and how it gets done.

A proposed blended mobile learning model for application in higher education

Today’s learners exhibits the attitude towards 24/7 access to their learning materials, and wanting these materials to be available in mobile format so it can be portable, and they will be able to access it on-the-go. This paper investigates the use of mobile learning technologies in higher education, and proposes a blended mobile learning model, which has the ability to serve the emerging learning process and delivery, and provide a well balanced learning environment that meets the current learners’ needs.

The impact of performance skills on students’ attitudes towards the learning experience in higher education

One way to assist in transforming a lecture experience into an occasion that can attract and engage students is via the use of performance techniques. Investigating the impact of certain types of performance skills on students' attitudes towards the learning experience can help better understand the relevance of such techniques in face to face and online learning experiences. This paper outlines a project which: i) surveyed students about their attitudes towards face to face and online recorded lectures, ii) surveyed students about their attitudes towards performance techniques, in particular, spatial awareness, vocalisation, eye contact and passion, iii) interviewed lecturers about the potential benefits of performance techniques to student learning in the lecture theatre, and iv) investigated which factors most affected a teacher's decision to incorporate performance techniques in the lecture theatre. The results suggest that students and lecturers value face to face delivery of content, recognising the benefit of performance techniques in the lecture theatre. Recommendations are made regarding ways to encourage a wider use and evaluation of performance techniques in teaching and learning at the university level.

The new higher education reality: what is an appropriate model to address the widening participation agenda?

Along with the massification of higher education comes a need for new models to support the success of greater numbers of diverse students. A greater proportion of these students are ‘non-traditional’ in terms of preparedness, socioeconomic status  and geography. This paper introduces an Associate Degree model designed to support this new higher education reality of broader student cohorts, thin regional markets and cross-sectoral collaboration. Background literature on challenges facing the higher education sector and its prospective students is presented, with a particular focus on regionality. An argument is made for the role of curriculum and pedagogy as enablers of non-traditional student success. This is supported by the results of a mixed-methods exploratory study. This Associate Degree model was attractive to students and institutes. Students experienced similar levels of challenge, workload and progress to their traditional peers. While technology was essential for the success of the model, it played a supporting role to the relationships and multiple modes of learning it facilitated. This article provides insights for institutions seeking to address the broadening participation agenda.