A neural network approach for assessing quality in technical education: An empirical study

International Journal of Productivity and Quality Management

Volumn 2, Issue 3, 2007, Pages 287-306

  Mahapatra, S S ^a   Khan, M S ^a  

^a NATIONAL INSTITUTE OF TECHNOLOGY   (India)

Author keywords

Customer; EduQUAL; Expectations; Perceptions; Sensitivity analysis; Service quality

Indexed keywords

EID: 34247537474     PISSN: 17466474     EISSN: 17466482     Source Type: Journal    
DOI: 10.1504/IJPQM.2007.012451     Document Type: Article

References (51)

1. Abdullah, F. (2005) 'HEdPERF versus SERVPERF: the quest for ideal measuring instrument of service quality in higher education sector', Quality Assurance in Education, Vol. 13, No. 4, pp.305-328.
2. Ashworth, A. and Harvey, R.C. (1994) Assessing Quality in Further and Higher Education, London: Jessica Kingsley Publishers.
3. Baily, D. and Thompson, D. (1990) 'Developing neural network applications', AI Expert, September, pp.34-41.
4. Behara, R.S., Fisher, W.W. and Lemmink, J.G.A.M. (2002) 'Modelling and evaluating service quality measurement using neural networks', International Journal of Operations and Production Management, Vol. 22, No. 10, pp.1162-1185.
5. Berry, I.I., Zeithml, V.A. and Parasuraman, A. (1985) 'Quality counts in service too', Business Horizons, May-June, pp.44-52.
6. Bollington, R., Hopkins, D. and West, M. (1990) An Introduction to Teacher Appraisal, Boston: Cassell Educational Ltd.
7. Chua, C. (2004) 'Perceptions of quality in higher education', Proceedings of Australian Universities Quality Forum, AUQA Occasional Publication.
8. Cronin, J.J. and Taylor, S.A. (1994) 'SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality', Journal of Marketing, January, Vol. 58, pp.125-131.
9. Cullen, J., Joyce, J., Hassall, T. and Broadbent, M. (2003) 'Quality in higher education: from monitoring to management', Quality Assurance in Education, Vol. 11, No. 1, pp.5-14.
10. Felix, U. (2001) 'A multivariate analysis of students' experience of web-based learning', Australian Journal of Educational Technology, Vol. 17, No. 1, pp.21-36.
11. Garretson, J.A. (2004) 'The meaning of quality: expectations of students in pursuit of an MBA', Journal of Education for Business, September.
12. Harvey, L. and Knight, P.T. (1996) Transforming Higher Education, Buckingham: SRHE Open University Press.
13. Hoefer, P. and Gould, J. (2000) 'Assessment of admission criteria for predicting students' academic performance in graduate business programs, Journal of Education for Business, Vol. 75, No. 2, p.229.
14. Horne, H. and Pierce, A. (1996) A Practical Guide to Staff Development and Appraisal in Schools, London: Kogan Pages.
15. Joseph, M., Yakhou, M. and Stone, G. (2005) 'An educational institutions quest for service quality: customers' perspective', Quality Assurance in Education, Vol. 13, No. 1, pp.66-82.
16. Kanji, G.K., Thambi, A.M.A. and Wallace, W. (1999) 'A comparative study of quality practice in higher education institutions in US and Malaysia', Total Quality Management, Vol. 10, No. 3, pp.357-371.
17. Krajewski, R.J., Martin, J.S. and Walden, J.C. (1983) The Elementary School Principalship: Leadership for the 1980s, Cornwall: CBS College Publication.
18. Lembcke, B.A. (1994) 'Organizational performance measures: the vital signs of TQM investments', New Directions for Higher Education, Jossey-Bass Publishers, Summer, No. 86.
19. Lomas, L. (2004) 'Embedding quality: the challenges for higher education', Quality Assurance in Education, Vol. 12, No. 4, pp.157-165.
20. Lozier, G.G. and Teeter, D.J. (1996) 'Quality improvement pursuits in America higher education', Total Quality Management, April, Vol. 7, No. 2.
21. Madu, C.H., Kuei, C.H. and Winokur, D. (1994) 'TQM in the university: a quality code of honor', Total Quality Management, Vol. 5, Nos. 5-6, pp.375-390.
22. Marchington, M. (1992) Developing Employee Involvement, Oxford Blackwell.
23. Mittal, V., Ross, W.T. and Baldasare, P.M. (1998) 'The asymmetric impact of negative and positive attribute-level on overall satisfaction and repurchase intentions', Journal of Marketing, Vol. 62, No. 3, pp.33-48.
24. Nadeau (1993) Transforming Higher Education, Buckingham: SRHE and Open University Press.
25. Natarajan, R. (2002) 'Emerging trends in Engineering Education-Indian Perspectives', Proceedings of 16th Australian International Education Conference, 30 September-4 October, Hobart.
26. Nordmann, L.H. and Luxhoj, J.T. (2000) 'Neural network forecasting of service problems for aircraft structural component grouping', Journal of Aircraft, Vol. 37, No. 2, pp.332-338.
27. Nunnally, J.C. (1988) Psychometric Theory, Englewood Cliffs, NJ: McGraw-Hill.
28. Othman, A. and Owen, L. (2001) 'The multidimensionality of CARTER model to measure customer Service Quality (SQ) in Islamic banking industry: a study in Kuwait Finance House', International Journal of Islamic Financial Services, Vol. 3, No. 4.
29. Owlia, M.S. and Aspinwall, E.M. (1996) 'Quality in higher education - a survey', Total Quality Management, April, Vol. 7, No. 2.
30. Owlia, M.S. and Aspinwall, E.M. (1998) 'A framework for measuring quality in engineering education', Total Quality Management, August, Vol. 9, No. 6.
31. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991) 'Refinement and reassessment of the SERVQUAL scale', Journal of Retailing, Winter, Vol. 67, No. 4, pp.420-450.
32. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) 'A conceptual model of service quality and its implication for future research', Journal of Marketing, Fall, Vol. 49, pp.41-50.
33. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) 'SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality', Journal of Retailing, Spring, Vol. 64, No. 1, pp.12-37.
34. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994a) 'Alternative scale for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria', Journal of Retailing, Vol. 70, No. 3, pp.201-230.
35. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994b) 'Reassessment of expectations as a comparison standard in measuring service quality: implications for further research', Journal of Marketing, January, Vol. 58, pp.111-124.
36. Poonikom, K., O'Brien, C. and Chansa-ngavej, C. (2004) 'An application of Analytic Network Process (ANP) for university selection decisions', Science Asia, Vol. 30, pp.317-326.
37. Raisbeck, I. (1994) 'Royal mail: developing a total quality organization', in D. Green (Ed.) What is Quality in Higher Education?, Buckingham: SRHE and Open University Press.
38. Redfern, G.B. (1980) Evaluating Teachers and Administrators: A Performance Objective Approach, New Jersey: Westview Press Inc.
39. Reid, K., Hopkins, D. and Holly, P. (1987) Towards an Effective School - The Problems and Some Solutions, UK: Basil Blackwell Ltd.
40. Saleh, F. and Ryan, C. (1991) 'Analyzing service quality in the hospitality industry using the SERVQUAL model', The Service Industries Journal, Vol. 11, No. 3, pp.324-343.
41. Scheerens, J. (1992) Process Indicators of School Functioning, OECD, Paris.
42. Scheerens, J. and Bosker, R.J. (1997) The Foundation of Educational Effectiveness, Pergamon: Elsevier Science Ltd.
43. Shanahan, P. and Gerber, R. (2004) 'Quality in university student administration: stakeholders' conceptions', Quality Assurance in Education, Vol. 12, No. 4, pp.166-174.
44. Sirvanci, M. (1996) 'Are students the true customers of higher education', Quality Progress, Vol. 29, No. 10, pp.99-102.
45. Spanbauer, S.J. (1995) 'Reactivating higher education with total quality management: using quality and productivity concepts, techniques and tools to improve higher education', Total Quality Management, Vol. 6, Nos. 5-6.
46. K.Y. and Kiang, M.Y. (1992) 'Managerial applications of neural networks: the case of bank failure predictions', Management Science, Vol. 38, No. 7, pp.926-947.
47. Tang, K.H. and Zairi, M. (1998) 'Benchmarking quality implementation in a service context: a comparative analysis of financial service and institutions of higher education - Part III', Total Quality Management, Vol. 9, No. 8, pp.666-679.
48. Temponi, C. (2005) 'Continuous improvement framework: implications for academia', Quality Assurance in Education, Vol. 13, No. 1, pp.17-36.
49. Tomlinson (1980) Towards an Effective School - The Problems and Some Solutions, Basil Blackwell Ltd., quoted in Reid, K., Hopkins, D. and Holly, P. (1987).
50. Trethowan, D. (1987) Appraisal and Target Setting - A Handbook for Teacher Development, New York: Harper and Row Publishers.
51. Weitzel, W., Schwarzkoff, A.B. and Peach, E.B. (1989) 'The influence of customer service on retail stores', Journal of Retailing, Spring, Vol. 65, No. 1, pp.27-39.