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ASSESSMENT MODEL OF QUALITY AND DEMAND FOR EDUCATIONAL SERVICES CONSIDERING THE CONSUMERS’ OPINION
Corresponding Author(s) : Tyurikov A. G.
Humanities & Social Sciences Reviews,
Vol. 7 No. 6 (2019): November
Abstract
Purpose: The purpose of the article is to develop an integrative, structural and functional, indicative, aggregating, algorithmic, the multi-criteria model for assessing the quality and demand for educational services of higher education considering the consumers’ opinion.
Methodology: The leading research method of the indicated problem was the assessment of various aspects of educational relations in the process of complex diagnostics of the studied phenomena, which includes: preliminary system model of research, interpretation and operationalization of the basic concepts included in it; relevant means of fixation of primary characteristics; the order of data collection; algorithm of analysis and data processing in order to obtain a rating assessment proposed as a mechanism for assessing the quality and demand for educational services with the participation of consumers.
Result: The authors substantiate the inclusion in the system of indicators of both objective characteristics: the professional status of graduates of higher educational institutions (the share of employed, the level of wages, the area of employment), the status of educational programs (social and professional accreditation), and their subjective characteristics, expressed in: the formation of professional competencies of graduates (including hard skills and soft skills), which together characterize their professional subjectivity. The materials of the article are of practical value for government agencies, heads of educational institutions, rating agencies, representatives of organizations-employers, applicants, their parents, and students.
Applications: This research can be used for universities, teachers, and students.
Novelty/Originality: In this research, the model of Assessment model of quality and demand for educational services considering the consumers’ opinion is presented in a comprehensive and complete manner.
Keywords
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- "Superjob for students" ranking of Russian universities in 2018 by the level of salaries of young professionals who graduated from the University 1-5 years ago and engaged in the field of "Finance and Economicsâ€. (2018, June 20), from https://students.superjob.ru/reiting-vuzov/ekonomicheskie/
- Aminova, D. K., & Tsakhaeva, A. A. (2018). Effective Preparation of the Future Psychologist as One of the Elements of the Security Education System. International Journal of Medicine and Psychology, 1(3), 40 – 47.
- Bahremand, A. (2015). The concept of translation in different teaching approaches and methods. UCT Journal of Social Sciences and Humanities Research, 3(1), 5-9.
- Enygin, D. V., Midova, V. O., & Maslova, E. G. (2017). The Concept of Multicultural Educational Environment. Modern Scientist, 7, 136 – 139.
- Ermakova, Zh.A. & Nikulina, Yu.N. (2017) The quality of education from the consumers perspective of educational services of the university, Creative Economy, 7, 725-734.
- Fitriani, N., & Suryadi, I. (2019). A REVIEW STUDY ON ONLINE PSYCHO-EDUCATION FOR THE BIPOLAR DISORDER PATIENT AND THEIR CAREGIVERS. Humanities & Social Sciences Reviews, 6(2), 84-89. https://doi.org/10.18510/hssr.2018.6210 DOI: https://doi.org/10.18510/hssr.2018.6210
- Gadzaov, A. F., & Dzerzhinskaya, M. R. (2018). Mathematical methods of analysis of the periodic components of economic processes. Modern Economy Success, 1, 14 – 18.
- Gadzhieva, U.B. (2018). Socialization of Personality as a Factor in the Mental, Intellectual and Spiritual-Moral Development. International Journal of Medicine and Psychology, 1(2), 17 – 20.
- Narkevich, L.V., Narkevich, E.A. (2018). Financial condition analysis in the crisis management system. Russian Economic Bulletin, 1(4), 10 – 24.
- Ministry of education and science. Project of the system of monitoring and analysis of employment of graduates. (2018, September 20), from http://vo.graduate.edu.ru/booklet#/?year=20
- Monitoring system of professional and public accreditation. (2018 June, 20), from http://accredpoa.ru/programs
- Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and Consumer Services, 8(4), 227-236. https://doi.org/10.1016/S0969-6989(00)00029-1 DOI: https://doi.org/10.1016/S0969-6989(00)00029-1
- Swarbrooke, J., & Horner, S. (2007). Consumer behaviour in tourism. Routledge. https://doi.org/10.1016/B978-0-7506-6735-7.50020-8 DOI: https://doi.org/10.4324/9780080466958
- MarÃa Cubillo, J., Sánchez, J., & Cerviño, J. (2006). International students' decision-making process. International Journal of Educational Management, 20(2), 101-115. https://doi.org/10.1108/09513540610646091
- MarÃa Cubillo, J., Sánchez, J., & Cerviño, J. (2006). International students' decision-making process. International Journal of Educational Management, 20(2), 101-115. https://doi.org/10.1108/09513540610646091 DOI: https://doi.org/10.1108/09513540610646091
- Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International journal of quality & reliability management, 22(9), 913-949. https://doi.org/10.1108/02656710510625211 DOI: https://doi.org/10.1108/02656710510625211
- Beuren, F. H., Ferreira, M. G. G., & Miguel, P. A. C. (2013). Product-service systems: a literature review on integrated products and services. Journal of cleaner production, 47, 222-231. https://doi.org/10.1016/j.jclepro.2012.12.028 DOI: https://doi.org/10.1016/j.jclepro.2012.12.028
- Koni, A., Zainal, K., & Ibrahim, M. (2013). An Assessment of the Services Quality of Palestine Higher Education. International Education Studies, 6(2), 33-48. https://doi.org/10.5539/ies.v6n2p33 DOI: https://doi.org/10.5539/ies.v6n2p33
- Beerli Palacio, A., DÃaz Meneses, G., & Pérez Pérez, P. J. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational administration, 40(5), 486-505.chttps://doi.org/10.1108/09578230210440311 DOI: https://doi.org/10.1108/09578230210440311
- Minghetti, V., & Celotto, E. (2014). Measuring quality of information services: Combining mystery shopping and customer satisfaction research to assess the performance of tourist offices. Journal of Travel Research, 53(5), 565-580. https://doi.org/10.1177/0047287513506293 DOI: https://doi.org/10.1177/0047287513506293
- Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European journal of marketing, 31(7), 528-540. https://doi.org/10.1108/03090569710176655 DOI: https://doi.org/10.1108/03090569710176655
References
"Superjob for students" ranking of Russian universities in 2018 by the level of salaries of young professionals who graduated from the University 1-5 years ago and engaged in the field of "Finance and Economicsâ€. (2018, June 20), from https://students.superjob.ru/reiting-vuzov/ekonomicheskie/
Aminova, D. K., & Tsakhaeva, A. A. (2018). Effective Preparation of the Future Psychologist as One of the Elements of the Security Education System. International Journal of Medicine and Psychology, 1(3), 40 – 47.
Bahremand, A. (2015). The concept of translation in different teaching approaches and methods. UCT Journal of Social Sciences and Humanities Research, 3(1), 5-9.
Enygin, D. V., Midova, V. O., & Maslova, E. G. (2017). The Concept of Multicultural Educational Environment. Modern Scientist, 7, 136 – 139.
Ermakova, Zh.A. & Nikulina, Yu.N. (2017) The quality of education from the consumers perspective of educational services of the university, Creative Economy, 7, 725-734.
Fitriani, N., & Suryadi, I. (2019). A REVIEW STUDY ON ONLINE PSYCHO-EDUCATION FOR THE BIPOLAR DISORDER PATIENT AND THEIR CAREGIVERS. Humanities & Social Sciences Reviews, 6(2), 84-89. https://doi.org/10.18510/hssr.2018.6210 DOI: https://doi.org/10.18510/hssr.2018.6210
Gadzaov, A. F., & Dzerzhinskaya, M. R. (2018). Mathematical methods of analysis of the periodic components of economic processes. Modern Economy Success, 1, 14 – 18.
Gadzhieva, U.B. (2018). Socialization of Personality as a Factor in the Mental, Intellectual and Spiritual-Moral Development. International Journal of Medicine and Psychology, 1(2), 17 – 20.
Narkevich, L.V., Narkevich, E.A. (2018). Financial condition analysis in the crisis management system. Russian Economic Bulletin, 1(4), 10 – 24.
Ministry of education and science. Project of the system of monitoring and analysis of employment of graduates. (2018, September 20), from http://vo.graduate.edu.ru/booklet#/?year=20
Monitoring system of professional and public accreditation. (2018 June, 20), from http://accredpoa.ru/programs
Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and Consumer Services, 8(4), 227-236. https://doi.org/10.1016/S0969-6989(00)00029-1 DOI: https://doi.org/10.1016/S0969-6989(00)00029-1
Swarbrooke, J., & Horner, S. (2007). Consumer behaviour in tourism. Routledge. https://doi.org/10.1016/B978-0-7506-6735-7.50020-8 DOI: https://doi.org/10.4324/9780080466958
MarÃa Cubillo, J., Sánchez, J., & Cerviño, J. (2006). International students' decision-making process. International Journal of Educational Management, 20(2), 101-115. https://doi.org/10.1108/09513540610646091
MarÃa Cubillo, J., Sánchez, J., & Cerviño, J. (2006). International students' decision-making process. International Journal of Educational Management, 20(2), 101-115. https://doi.org/10.1108/09513540610646091 DOI: https://doi.org/10.1108/09513540610646091
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International journal of quality & reliability management, 22(9), 913-949. https://doi.org/10.1108/02656710510625211 DOI: https://doi.org/10.1108/02656710510625211
Beuren, F. H., Ferreira, M. G. G., & Miguel, P. A. C. (2013). Product-service systems: a literature review on integrated products and services. Journal of cleaner production, 47, 222-231. https://doi.org/10.1016/j.jclepro.2012.12.028 DOI: https://doi.org/10.1016/j.jclepro.2012.12.028
Koni, A., Zainal, K., & Ibrahim, M. (2013). An Assessment of the Services Quality of Palestine Higher Education. International Education Studies, 6(2), 33-48. https://doi.org/10.5539/ies.v6n2p33 DOI: https://doi.org/10.5539/ies.v6n2p33
Beerli Palacio, A., DÃaz Meneses, G., & Pérez Pérez, P. J. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational administration, 40(5), 486-505.chttps://doi.org/10.1108/09578230210440311 DOI: https://doi.org/10.1108/09578230210440311
Minghetti, V., & Celotto, E. (2014). Measuring quality of information services: Combining mystery shopping and customer satisfaction research to assess the performance of tourist offices. Journal of Travel Research, 53(5), 565-580. https://doi.org/10.1177/0047287513506293 DOI: https://doi.org/10.1177/0047287513506293
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European journal of marketing, 31(7), 528-540. https://doi.org/10.1108/03090569710176655 DOI: https://doi.org/10.1108/03090569710176655