Purpose: The purpose of this paper is to evaluate a continuous improvement project (CIP) at a Mexican university designed to increase engineering graduate student loyalty. Design/methodology/approach: A plan-do-check-act problem-solving methodology was implemented, and a SERVQUAL survey was conducted on 67 master's engineering students. Findings:…

Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret…

This study aims to describe the form and the effort of empowerment management in enhancing teachers' competence at three "Madarasah Aliyah" in Banten province. Meanwhile, the specific objective of this study is to find out the teachers' responses in the research site about the opportunity of the academic qualification improvement and the…

This paper is an endeavor to develop a customised and computerized matrix of Quality Function Deployment paradigm (QFD) that has been applied in industry, with the aim of probing quality assurance and enhancement in Universities. Results of testing the new matrix proved that, it is efficient and time-saving while compared with a detailed field…

For the past 12 years, the Academic Quality Improvement Program (AQIP) has offered an innovative means for colleges and universities to maintain regional accreditation with the Higher Learning Commission (HLC), the only regional U.S. accrediting commission currently providing alternative pathways for maintaining accreditation. Although all HLC…

This qualitative study identified the best practices utilized by community colleges to achieve systemic and cultural agreement in support of the integration of institutional effectiveness measures (key performance indicators) to inform decision making. In addition, the study identifies the relevant motives, organizational structure, and processes…

Purpose: This paper aims to present an in-depth case study with student perceptions of service quality, discussing the relevance of these perceptions for the important issue of quality improvement in higher education. Design/methodology/approach: The paper presents institutional research carried out in a multi-campus system in Spain made up of…

ISO 9000 is a set of quality standards that assists an organization to identify, correct and prevent errors, and to promote continual improvement. Educational institutions worldwide are implementing ISO 9000 as they face increasing external pressure to maintain accountability for funding. Similar to other countries, in the United States vocational…