Search results for "Education services performance"
showing 2 items of 2 documents
Evaluation to support stakeholder centered design and continuous quality improvement in higher education services
2014
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.
A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area
2013
In recent years, the attention that the European Community has focused on the education sector has produced a new university commitment addressed to quality aspects for all education related services. In fact, a quality oriented service requires excellence in the design and planning of service activities, as well as during its delivering and also for the adopted service performance evaluation method. However, considering that service performance evaluations are deeply based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unrelia…