6533b821fe1ef96bd127af5c

RESEARCH PRODUCT

Evaluation to support stakeholder centered design and continuous quality improvement in higher education services

Toni Lupo

subject

EngineeringQuality managementHigher educationbusiness.industrymedia_common.quotation_subjectEducation services performancestudent satisfactionConceptual model (computer science)StakeholderSERVQUALEngineering managementfuzzy analytic hierarchy processNormativeQuality (business)ServQualbusinessStrategic analysisSettore ING-IND/16 - Tecnologie E Sistemi Di Lavorazioneeducation services managementmedia_common

description

Abstract: Evaluation and self-evaluation procedures are commonly used in educational institutions to measure education services and research performance. This chapter describes the main opportunities that evaluation-based approaches can produce to support processes of design and continuous quality improvement in higher education institutions in the light of recent normative measures in Italy to address quality aspects of education services. Subsequently, a new approach – based on the ServQual conceptual model – that evaluates education services is used to carry out a strategic analysis of education services at the management engineering program at the University of Palermo, Italy.

yearjournalcountryeditionlanguage
2014-01-01
10.1533/9781780633589.67http://hdl.handle.net/10447/97667