Purpose: The purpose of the study is to report on an in-depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used. Design/methodology/approach: The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and…

Introduces the special issue and summarizes the views of delegates about each of the conference's three themes: "Has external quality review had its day?"; "Has control of quality been usurped by the market and by information technology?"; and "Does the development of mass education necessarily mean the end of…

This guide offers advice and guidance to key skills managers, coordinators and other practitioners who are responsible for ensuring that the standards of portfolio assessment in their center are consistent across the center and with national standards. It describes and offers advice and guidance on the stages of assessment and internal moderation…

As awarding bodies modernise their procedures and incorporate elements of e-assessment into their qualifications, e-portfolios are emerging as a popular method of allowing candidates to display their abilities. All major United Kingdom awarding bodies now accept evidence from e-portfolio products for at least some of their qualifications. Although…

An administrator of the United Kingdom's Open University and two cofounders of Western Governors University participate in a panel discussion of higher education in a global marketplace, the potential for new networked delivery strategies, the future of selective, conventional institutions and the traditional student experience, the influence of…

During the past decade, funding mechanisms for universities and technical education institutions and colleges have undergone massive restructuring in developed and developing countries alike. Governmental support has generally decreased, resulting in greater reliance on fee-based education or creation of privately sponsored engineering/technical…

This book contains 16 papers on learner support in distance education in an international context. The following papers are included: "Constructivism or Confucianism? We Have the Technology, Now What Shall We Do With It?" (Louise Aylward); "Exploring Informal Study Groups in a South African Teacher Education Programme" (Carol…