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Quality management of higher education is a vital concern today. The purpose of this study was to examine education quality management practices of Ethiopian public universities and to investigate a relationship between three dependent variables (planning for quality education, implementation of plans and performance improvement) and five independent variables (identification of quality education, considering customers’ needs, performance tracking, education quality management strategies and taking actions). Both quantitative and qualitative data were collected by means of questionnaires and interviews. Respondents of the questionnaire items were 170 education managers and student union representatives. In addition, ten senior instructors and ten senior students were interviewed. The responses obtained using questionnaires were analysed using frequencies, percentages, means, modes, chi-square tests and Spearman’s correlation. Responses obtained using open ended items on the questionnaires and interview responses were analysed qualitatively using themes of issues most frequently obtained. This study showed that: in most Ethiopian public universities the educational quality planning process is not participatory. There is a gap in using their plans in guiding their day to day activities. Most universities do not regularly collect data on satisfaction levels of their customers. Educational process changes are not tested on small scale before a wide spread application. It also showed that there is a strong positive relationship between performance improvement and the four independent variables namely: considering customers’ needs, performance tracking, teaching methodologies and taking actions in Ethiopian public universities. Consequently, recommendations have been given so as to improve education quality management practices of Ethiopian public universities. This study hopefully contributes a lot for performance improvement of similar higher education system. / Educational Leadership and Management / D. Ed. (Education Management)

Thesis (MBA)--Stellenbosch University, 2007. / ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB. / AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

L'héritage soviétique, les développements récents dans le secteur de l'enseignement supérieur arménien qui se sont produits durant les trois dernières décennies en Arménie et son intégration dans l'Espace européen de l'enseignement supérieur, conditionnent les nouveaux défis du secteur et la nécessité d'une révision du système de régulation de l'enseignement supérieur. Cette révision doit permettre la mise en place de mécanismes plus efficaces de régulation de l'enseignement supérieur et d'assurance qualité dont l’État arménien a besoin, afin de répondre aux enjeux du secteur arménien de l'enseignement supérieur et pour contribuer à son développement. Notre recherche propose, en vue d'applications au contexte arménien, une analyse des structures, des relations et des processus à travers lesquels la politique d'enseignement supérieur est développée, introduite et révisée au plan national et sous l'influence de la coopération internationale. Cette recherche nous a permis tout d'abord de décrire les principaux modèles théoriques de la gouvernance dans l'enseignement supérieur : le concept de coordination de l'enseignement supérieur, la configuration universitaire et l'utilisation d'un égaliseur de la gouvernance, afin de mettre en lumière et de comprendre les interactions complexes des multiples acteurs impliqués dans ce processus. Ensuite, elle met en valeur l'application et les effets des modèles de régulation par l'Etat de l'enseignement supérieur, ainsi que ses instruments comme le cadre législatif dans le contexte de la politique publique, le degré d'autonomie des établissements et les mécanismes de financement. Ce travail s'intéresse enfin à la politique d'assurance qualité comme domaine d'action politique au service de la régulation de l'enseignement supérieur. A la suite de ces considérations d'ordre conceptuel et de clarifications portant sur les notions de la qualité et de l'assurance qualité dans l'enseignement supérieur, ainsi qu'une présentation de ses mécanismes comme l'audit, l'évaluation et l'accréditation, nous examinons, en les discutant, les choix politiques fondamentaux relatifs aux objectifs, à l'organisation générale, ainsi qu'aux outils opérationnels du système d'assurance qualité en faveur desquels un gouvernement souhaite opter pour garantir la qualité de l'enseignement supérieur. Sur la base des résultats d'études qualitatives et quantitatives réalisées auprès d'experts et d'enseignants et ceux de l'analyse de l'évolution des caractéristiques, de la politique, des instruments de la régulation, ainsi que du système d'assurance qualité de l'enseignement supérieur arménien, toute une série des propositions portant sur l'évolution du système de régulation de l'enseignement supérieur et de l'assurance qualité sont présentées dans cette étude. En particulier, pour se débarrasser de l'héritage soviétique dans les domaines de l'élaboration et de l'organisation des programmes d'enseignement supérieur et pour contribuer à la pertinence des formations en licence et master en vue de l'application du cadre national des qualifications éducatives, des projets concrets de « Cadre national arménien des formations en licence », de « Cadre national arménien des formations en master », ainsi que de « Référentiel national de l'enseignement supérieur en Licence : spécialité « Gestion » sont élaborés jusque dans leurs détails et présentés en annexes à ce travail. Cette recherche devrait permettre aux décideurs politiques, aux responsables d'établissements d'enseignement supérieur, aux enseignants et plus généralement à toutes les parties prenantes intéressées, de mieux comprendre les changements complexes intervenus dans le système d'enseignement supérieur arménien post-soviétique sous l'influence du Processus de Bologne et ainsi contribuer à l'évolution de la régulation du secteur, afin de répondre aux défis de l'enseignement supérieur arménien. / The Soviet heritage, the recent developments in the sphere of Armenian higher education throughout the last three decades and the integration of the Republic of Armenia into the European Higher Education Area have blazed the path for new challenges in the sector and outlined the necessity to revise the regulatory framework of higher education. The said revision will allow for the implementation of more efficient mechanisms of higher education regulation and quality assurance that Armenia faces with the aim of responding to the objectives of the sector of Armenian higher education and the contribution to the development of the latter. Our research, which addresses Armenian context, offers analysis of structures, relations and procedures through which the policy of higher education is developed, introduced and revised nationally and the impact it has on international cooperation. This research will first and foremost permit to describe the principle theoretical models of governance in higher education: the concept of coordination of higher education, university configuration («La configuration universitaire»), governance equalizer with the aim of shredding light on and understanding the complex interactions of multitude actors involved in these processes. Moreover, our research highlights the implementation and the effects of regulatory models exercised by the State towards higher education, as well as the toolkit like, for instance, legislative framework within the context of public policy, the level of autonomy of institutions and the mechanisms of financing. This paper will also be of interest within the framework of quality assurance as a procedure of regulating higher education. Following the conceptual considerations and clarifications around such notions as are the quality and the quality assurance in higher education, as well as the presentation of such mechanisms as audit, evaluation and accreditations, we have undertaken the examination of fundamental political choices related to the objectives, general organization, as well as operational tools of the system of quality assurance, highlighting the ones a government would like to own in order to guarantee the quality assurance of higher education. Based on the results of qualitative and quantitative studies realized with experts and teachers, as well as the ones obtained from the analysis of the evolution of characteristics, politics, the instruments of regulation, as well as the system of quality assurance of Armenian higher education, a series of suggestions related to the evolution of the regulatory system of higher education and quality assurance are presented in this document. More particularly, with the aim of eliminating the Soviet heritage in such domains as are the development and the organization of academic programmes of higher education and for contributing the concord of Bachelor's and Master's programmes with the National Framework of Qualifications, concrete documents have been elaborated and are presented in the annex of this paper: «Armenian National Framework of BA studies», «Armenian National Framework of MA studies» and «Armenian Subject Benchmark Statement : Management». This research will allow political decision-makers, people who are responsible for institutions of higher education, teachers and other interested stakeholders to understand more profoundly the complex changes which occurred in the Post-Soviet system of higher education of Armenia as a result of Bologna Process and to contribute to the evolution of the sector with the aim of responding to the needs of Armenian higher education.

Este estudo teve como objetivo elaborar uma proposta de indicadores para avaliação da qualidade do sistema de educação superior brasileiro e, com base nestes indicadores elaborados, medir e avaliar o desenvolvimento da sua qualidade no período 1993-2004. Considerou-se que o período escolhido está associado à intensificação do fenômeno da mercantilização da educação superior no Brasil. Para caracterizar o fenômeno, o estudo apóia-se nas perspectivas teóricas de Boaventura de Sousa Santos sobre as crises da universidade, de Ana Maria Seixas acerca das transformações privatistas e dos autores David Dill, Pedro Teixeira, Bem Jonbloed e Alberto Amaral sobre os mercados da educação superior. Os temas da qualidade e da avaliação da qualidade têm como referência principal os trabalhos de Ronald Barnett, Lee Harvey e Diana Green. Foram estudados os indicadores e sistemas de indicadores de educação adotados pelas agências internacionais, tais como Unesco e OCDE. Com essas referências foi elaborado um sistema de indicadores para avaliação do desenvolvimento da qualidade do Sesb, que compreende as categorias eqüidade, relevância, diversidade e eficácia. O estudo apresenta o sistema de indicadores elaborado e sua aplicação no período 1993-2004. Os resultados explicam a hipótese de trabalho, ou seja, em tempos de mercantilização da educação superior a qualidade da educação superior brasileira não se desenvolveu positivamente, visto que no período 1994- 2003 não foram encontradas evidências claras de melhorias do Sesb em termos de eqüidade, relevância, diversidade e eficácia. / The present study was carried out with the aiming to elaborate a proposal of indicators for assessing quality in Brazilian system for higher education and, based on those indicators, measure and evaluate the development of such quality in the period ranging from 1993 to 2004. It was considered the chosen period as associated to the increasing of the commodification of higher education in Brazil. In order to characterize that phenomena, the study used as grounds the theories developed by Boaventura de Sousa Santos, about the university crisis; by Ana Maria Seixas, about the privatizing transformations; and by David Dill, Pedro Teixeira, Bem Jonbloed, and Alberto Amaral, on the higher education markets. The matters involving quality and quality assessment have the main studies by Ronald Barnett, Lee Harvey, and Diana Green as references. The indicators and systems of education indicators adopted by international agencies such as Unesco and OCDE, were also studied. Based on those references a system of indicators for the evaluation of quality development in Sesb was elaborated, and it includes the following categories: equity, relevance, diversity, and efficiency. This study presents that indicators system as well as its application during the period 1993-2004. The results explain the hypothesis upon which work was developed, that is, in times of commodification of higher education, the quality of such education in Brazil has not developed positively. That is said based on the fact that during the period 1993-2004 there could not be found clear evidences of improvement in Sesb in what concerns equity, relevance, diversity, and efficiency.

This study serves two major purposes. First, it explores and validates attributes, dimensions and constructs that can be used to measure service quality in Ethiopian public higher education (EPHE) context. Second, it examines the interplay among the major service quality constructs and student related variables in search of a comprehensive theoretical framework for HE service quality. The study started its investigation by formulating a set of research questions that explore attributes, dimensions and constructs essential to measure service quality (RQ1), test for the measurement model fit (RQ2), examine the relationships or associations among the four service constructs and characteristics of students (RQ3), test for the structural model fit (RQ4), determine the causal relations among the variables in the structural model (RQs4.1 - 4.7), and assess service quality performances of EPHE institutions (RQ5). A mixed methods study with the qual-QUAN exploratory sequential design was employed to empirically answer the research questions. Fifteen interviewees took part in the qualitative phase. The interviews were analysed employing thematic analysis and narration of verbatim accounts. Three levels of themes that represent attributes, dimensions and constructs of service quality were identified and used to develop a questionnaire designed to measure service quality more objectively. The questionnaire was piloted at a pilot site involving 460 undergraduate students and its psychometric properties were determined. The main study was carried out in three universities selected from a target population of seven first generation public universities employing lottery sampling method. Concurrently, four programmes were chosen from a target population of 27 commonly offered programmes in the three sample universities employing systematic random sampling. Considering different batches and the four programmes as strata, 1412 undergraduate students were included in the main study using proportionate stratified random sampling technique. Descriptive and inferential statistics including factor analysis and structural equation modelling (SEM) were employed to address the research questions. The results from the qualitative and quantitative phases show that service quality can be measured by four constructs, of which three are multi-dimensional and one is a single dimensional construct. The four factor measurement model fit analysis resulted in an acceptable fit indices (i.e., CMIN/DF = 4.398, GFI = .915, CFI = .951, RMSEA = .049 and PCLOSE =.743) after some re-specifications and confirmed the structural validity of the instrument. Mixed results were obtained with regard to the correlations/associations between student characteristics and service quality constructs. After some re-specification, a structural model for the four service quality constructs and nine student related variables were identified with an acceptable fit indices (CMIN/DF=3.856, GFI=.901, CFI =.934 and RMSEA=.045, p=1.000). The path analyses also revealed that loyalty is a latent construct with 62% of its varaince predicted by the joint effects of percieved service quality, satisfaction and perceived gain. Each of these predicator latent constructs are also explained by some other control varaibles and latent constructs that have a predictive power ranging from 12% to 60%. Students perceived the current status of service quality in EPHE institutions as daunting in all constructs of service quality except perceived gain. Finally, conclusions pertinent to the measurement instrument and understanding of HE service queality are drawn, and recommendations that have theoretical and practical implications are forwarded. / Educational Leadership and Management / D. Ed. (Education Management)

Quality management of higher education is a vital concern today. The purpose of this study was to examine education quality management practices of Ethiopian public universities and to investigate a relationship between three dependent variables (planning for quality education, implementation of plans and performance improvement) and five independent variables (identification of quality education, considering customers’ needs, performance tracking, education quality management strategies and taking actions). Both quantitative and qualitative data were collected by means of questionnaires and interviews. Respondents of the questionnaire items were 170 education managers and student union representatives. In addition, ten senior instructors and ten senior students were interviewed. The responses obtained using questionnaires were analysed using frequencies, percentages, means, modes, chi-square tests and Spearman’s correlation. Responses obtained using open ended items on the questionnaires and interview responses were analysed qualitatively using themes of issues most frequently obtained. This study showed that: in most Ethiopian public universities the educational quality planning process is not participatory. There is a gap in using their plans in guiding their day to day activities. Most universities do not regularly collect data on satisfaction levels of their customers. Educational process changes are not tested on small scale before a wide spread application. It also showed that there is a strong positive relationship between performance improvement and the four independent variables namely: considering customers’ needs, performance tracking, teaching methodologies and taking actions in Ethiopian public universities. Consequently, recommendations have been given so as to improve education quality management practices of Ethiopian public universities. This study hopefully contributes a lot for performance improvement of similar higher education system. / Educational Leadership and Management / D. Ed. (Education Management)

Delivering education through open and distance learning (ODL) mode imposes upon ODL institutions a responsibility to provide support services deemed adequate to address students’ expectations and learning needs. Student support services are a vital part of academic success in distance learning environments because of the nature of distance education. Therefore, it is critical to provide student support services whose quality levels are acceptable to those who use them. Quality and its measurements are a contentious issue in higher education and distance education. Efforts to help service quality researchers in distance education understand service quality and its evaluation have come from marketing researchers. Among different approaches of service quality assessment is the SERVQUAL model. This study explored and examined the quality of students’ support services in distance learning environments from students’ perspective, using a modified SERVQUAL model. The objectives of the study were to examine students’ expectations and perceptions of the quality of support services; analyse the gaps between expectations and perceptions; develop and validate a service quality model and a scale to evaluate the quality of distance education students’ support services. A sequential mixed methods design was used to collect and analyse the data. Data were collected in two phases. The first phase involved collecting data qualitatively. The qualitative data were used to develop a context specific service quality model and a scale. The model and the scale were validated in the second (quantitative) phase of the study. The results of the study showed that the students’ expectations exceeded the perceived performance levels of the student support services. The largest gaps related to feedback, study material delivery and spaces for quiet learning. The study also found that distance education student support services can be measured by four service quality dimensions, namely: tangibles, reliability, delivery and assurance. / Curriculum and Instructional Studies / D. Ed. (Curriculum Studies)

Este estudo teve como objetivo elaborar uma proposta de indicadores para avaliação da qualidade do sistema de educação superior brasileiro e, com base nestes indicadores elaborados, medir e avaliar o desenvolvimento da sua qualidade no período 1993-2004. Considerou-se que o período escolhido está associado à intensificação do fenômeno da mercantilização da educação superior no Brasil. Para caracterizar o fenômeno, o estudo apóia-se nas perspectivas teóricas de Boaventura de Sousa Santos sobre as crises da universidade, de Ana Maria Seixas acerca das transformações privatistas e dos autores David Dill, Pedro Teixeira, Bem Jonbloed e Alberto Amaral sobre os mercados da educação superior. Os temas da qualidade e da avaliação da qualidade têm como referência principal os trabalhos de Ronald Barnett, Lee Harvey e Diana Green. Foram estudados os indicadores e sistemas de indicadores de educação adotados pelas agências internacionais, tais como Unesco e OCDE. Com essas referências foi elaborado um sistema de indicadores para avaliação do desenvolvimento da qualidade do Sesb, que compreende as categorias eqüidade, relevância, diversidade e eficácia. O estudo apresenta o sistema de indicadores elaborado e sua aplicação no período 1993-2004. Os resultados explicam a hipótese de trabalho, ou seja, em tempos de mercantilização da educação superior a qualidade da educação superior brasileira não se desenvolveu positivamente, visto que no período 1994- 2003 não foram encontradas evidências claras de melhorias do Sesb em termos de eqüidade, relevância, diversidade e eficácia. / The present study was carried out with the aiming to elaborate a proposal of indicators for assessing quality in Brazilian system for higher education and, based on those indicators, measure and evaluate the development of such quality in the period ranging from 1993 to 2004. It was considered the chosen period as associated to the increasing of the commodification of higher education in Brazil. In order to characterize that phenomena, the study used as grounds the theories developed by Boaventura de Sousa Santos, about the university crisis; by Ana Maria Seixas, about the privatizing transformations; and by David Dill, Pedro Teixeira, Bem Jonbloed, and Alberto Amaral, on the higher education markets. The matters involving quality and quality assessment have the main studies by Ronald Barnett, Lee Harvey, and Diana Green as references. The indicators and systems of education indicators adopted by international agencies such as Unesco and OCDE, were also studied. Based on those references a system of indicators for the evaluation of quality development in Sesb was elaborated, and it includes the following categories: equity, relevance, diversity, and efficiency. This study presents that indicators system as well as its application during the period 1993-2004. The results explain the hypothesis upon which work was developed, that is, in times of commodification of higher education, the quality of such education in Brazil has not developed positively. That is said based on the fact that during the period 1993-2004 there could not be found clear evidences of improvement in Sesb in what concerns equity, relevance, diversity, and efficiency.

Este estudo teve como objetivo elaborar uma proposta de indicadores para avaliação da qualidade do sistema de educação superior brasileiro e, com base nestes indicadores elaborados, medir e avaliar o desenvolvimento da sua qualidade no período 1993-2004. Considerou-se que o período escolhido está associado à intensificação do fenômeno da mercantilização da educação superior no Brasil. Para caracterizar o fenômeno, o estudo apóia-se nas perspectivas teóricas de Boaventura de Sousa Santos sobre as crises da universidade, de Ana Maria Seixas acerca das transformações privatistas e dos autores David Dill, Pedro Teixeira, Bem Jonbloed e Alberto Amaral sobre os mercados da educação superior. Os temas da qualidade e da avaliação da qualidade têm como referência principal os trabalhos de Ronald Barnett, Lee Harvey e Diana Green. Foram estudados os indicadores e sistemas de indicadores de educação adotados pelas agências internacionais, tais como Unesco e OCDE. Com essas referências foi elaborado um sistema de indicadores para avaliação do desenvolvimento da qualidade do Sesb, que compreende as categorias eqüidade, relevância, diversidade e eficácia. O estudo apresenta o sistema de indicadores elaborado e sua aplicação no período 1993-2004. Os resultados explicam a hipótese de trabalho, ou seja, em tempos de mercantilização da educação superior a qualidade da educação superior brasileira não se desenvolveu positivamente, visto que no período 1994- 2003 não foram encontradas evidências claras de melhorias do Sesb em termos de eqüidade, relevância, diversidade e eficácia. / The present study was carried out with the aiming to elaborate a proposal of indicators for assessing quality in Brazilian system for higher education and, based on those indicators, measure and evaluate the development of such quality in the period ranging from 1993 to 2004. It was considered the chosen period as associated to the increasing of the commodification of higher education in Brazil. In order to characterize that phenomena, the study used as grounds the theories developed by Boaventura de Sousa Santos, about the university crisis; by Ana Maria Seixas, about the privatizing transformations; and by David Dill, Pedro Teixeira, Bem Jonbloed, and Alberto Amaral, on the higher education markets. The matters involving quality and quality assessment have the main studies by Ronald Barnett, Lee Harvey, and Diana Green as references. The indicators and systems of education indicators adopted by international agencies such as Unesco and OCDE, were also studied. Based on those references a system of indicators for the evaluation of quality development in Sesb was elaborated, and it includes the following categories: equity, relevance, diversity, and efficiency. This study presents that indicators system as well as its application during the period 1993-2004. The results explain the hypothesis upon which work was developed, that is, in times of commodification of higher education, the quality of such education in Brazil has not developed positively. That is said based on the fact that during the period 1993-2004 there could not be found clear evidences of improvement in Sesb in what concerns equity, relevance, diversity, and efficiency.