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…

In tertiary institutions in Australia, and no doubt elsewhere, there is increasing pressure for accountability. No longer are academics assumed "a priori" to be responsible and capable of self management in teaching and assessing the subjects they run. Procedures are being dictated more from the "top down". Although academics…

This report is based on the assessment of ICT (information and communication technology) literacy conducted in October 2005. It describes the development of a computer-based tool for assessing ICT literacy among school students and the application of that tool with a nationally representative sample of approximately 7,400 students from Years 6 and…