This paper proposed a valid and reliable perceived quality assessment framework of administrative services in Higher Education Institutions (HEI) in the Brazilian context. The method was in two main stages: (i) map a set of quality attributes and dimensions for administrative services in HEI, (ii) build and test the perceived quality assessment…

Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness,…

Institutional accreditation is a voluntary, non-governmental activity administered by the eight postsecondary accrediting institutions that are part of the six regional associations that serve colleges and universities in the United States. The author cites W. Edwards Deming's work on corporate quality improvement, and its applicability to…

The objectives of this study were identification and verification of key processes that could be used by higher education quality administrators to implement continuous improvement programs and benchmarking processes. East Tennessee State University's Continuous Improvement Key Process Relationship Matrix was used as the basis of a 44-item…

This document contains guidelines for the administration and accreditation of the standardized craft training process that was developed by the National Center for Construction Education and Research (NCCER) in partnership with various sectors of the construction and maintenance industries. The following are among the topics discussed in Chapters…