Ranking of the Quality of Academic Services Quality Using the Fuzzy Analytical Hierarchy Process (Case Study:Islamic Azad University Damavand Branch)

Document Type : Research Paper

Authors

• Meghdad Haji mohammad ali jahromi ¹
• Armin Khosh ghalb ²

¹ Faculty of Islamic Azad University, Damavand

² Expert

Abstract

The progress of societies has an undeniable dependence on the level of education and the quantitative-qualitative development of the educational system, especially the higher education system. Due to the limited resources of the organization to implement improvement programs, one of the concerns of managers is to prioritize issues to allocate resources to the organization. In this research, prioritizing the dimensions of the quality of academic services has been studied. The current research is applied in terms of its purpose and is considered as a quantitative research. Also, this research is descriptive in quantitative research in terms of information gathering method. In terms of data collection method, among descriptive researches due to using fuzzy hierarchical analysis method in weighting, among survey research is a cross-sectional survey type. The statistical population of this research is all students of Islamic Azad University Damavand.
In this research, after reviewing the theoretical literature, the dimensions of the quality of academic services were identified for prioritization. Upon review of the upstream documents and the document adopted by the Supreme Cultural Council, the index of Islamic-Iranian values was added to the indicators in the literature of the mentioned topic, for which the main index is considered, four sub-indicators are considered. According to the results of this research, it was found that among the 28 sub-indicators under review, the "knowledge and experience of faculty members of the university" has the highest importance.

Keywords

• Perceived service quality
• Academic quality of service
• Fuzzy hierarchy process analysis

20.1001.1.20086369.1399.11.43.15.8

---

References

• Aghamollaei, T., Zare, Sh., Abedini, S. (2006). The quality gap of educational services from students' point of view in Hormozgan University of Medical Sciences. Journal of Research in Developmental Steps in Medical Education, Vol. 3, No. 2, pp. 78-85 (in Persian).
• Agrawal, A., & Tan, V. M. (2014). Exploring determinants of students’ experience, perceptions and loyalty intentions in higher education institutions. International Journal of Management in Education, Vol. 8, No, 4, pp, 343-361.
• Azar, A. and Faraji, H. (2016). Fuzzy Management Science. Tehran, Mehraban Nashr Publishing.
• Baron, S., Field, J., & Schuller, T. (2000). Social Capital: Critical Perspectives: Critical Perspectives. Oxford University Press.
• Dahlgaard, J. J. (2014). From Organisational Assessment and Continuous Improvement to Learnability, Innovability and Sustainability. Total Quality Management & Business Excellence, Vol.25, No. 10, pp 967-968.
• De Jager, J., & Gbadamosi, G. (2013). Predicting students' satisfaction through service quality in higher education. The International Journal of Management Education, Vol. 11, No. 3, pp.107-118.
• De Jager, J., & Soontiens, W. (2015). Internationalisation of Higher Education: Service Quality in Higher Education in Selected Southern Hemisphere Countries.
• De Oliveira, O. J., & Ferreira, E. C. (2009). Adaptation and application of the SERVQUAL scale in higher education. In Proceedings of POMS 20th Annual Conference Orlando, Florida USA.
• Diedericks, R., De Klerk, N., & Bevan-Dye, A. L. (2015). Students’ Perceptions of Service Quality at a South African Traditional University and a University of Technology. J Soc Sci, Vol. 43, No.2, pp.161-171.
• Farrokh Neghad, kh., Behrozi, M., Rahjoo, S. (2009). Quality Improvement Planning: Internal Quality Evaluation of Nursing Department of Bushehr University of Medical Sciences. Proceedings of the National Conference on Monitoring and Evaluation of Higher Education Volume 2, Shahid Beheshti University Press, 31-56(in Persian).
• Ghasemzadeh Alishahi, A., Mahdiyon, R., Zarezadeh, P., Arghadeh, ph. (2016). Students' perception of the quality of educational services in Tabriz University of Medical Sciences. Bi-monthly journal of developmental steps in medical education, Vol. 3, No. 1, pp. 41-48 (in Persian).
• Haghighi, M., Divandari, A., & Keimasi, M. (2010). The impact of 3D e-readiness on e-banking development in Iran: A fuzzy AHP analysis. Expert Systems with Applications, Vol. 37, No. 6, pp. 4084-4093.
• Ham, C. L. (2003). Service quality, customer satisfaction, and customer behavioral intentions in higher education.
• Ham, L., & Hayduk, S. (2003). Gaining competitive advantages in higher education: analyzing the gap between expectations and perceptions of service quality. International Journal of Value-Based Management, Vol. 16, No. 3, pp.223-242.
• Heidari, Z. (2015). Evaluation of the quality of education services of the University of Science and Culture based on the model of the service from the viewpoint of the students. M.S Thesis, University of Knowledge and Culture, Tehran.
• Huong, V. T., Casadesus, M., & Marimon, F. (2015). Assessing learner satisfaction by simultaneously measuring learner attitude, motivation, loyalty and service quality in English academies. Innovations in Education and Teaching International, pp.1-12.
• Jafari, M., Noori, S., Talebi, D. (2011). Factor analysis of effective indicators in the comprehensive system of higher education performance assessment. Human Resource Management Research, Vol. 1, No. 1, pp. 43-64 (in Persian).
• Kavosi, z., Rahimi, H., Ghanbari, P., Heidari, L., and Behmaei, G. (2014).Evaluation of the quality of educational services quality from the viewpoint of students of Shiraz University of Medical Sciences. Journal of Sadra Medical Sciences, Vol. 2, No. 2, pp. 161-172 (in Persian).
• Khajeh, M. (2015). Application of Sarvak model and fuzzy logic in evaluating the quality of educational services from the viewpoint of students of Islamic Azad University of Qom. Medical Education Development Journal, Vol. 8, No. 18, pp. 23-32 (in Persian).
• Lupo, T. (2013). A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area. Expert systems with applications, Vol. 40, No. 17, pp. 7096-7110.
• Majid Saeid, R. (2015). The quality of perceived service at the universities of Tehran and Sulaimaniyah (Iraq): Adaptive approach. M.S Thesis, Tehran University.
• Mosavi, P. and Najjar, Sh. (2011).  Educational status of midwifery nursing faculty member's viewpoints. Jundishapur Education Development Journal, Vol. 2, No. 3, pp. 25-33 (in Persian).
• Mostafa, M. M. (2006). A comparison of SERVQUAL and IP analysis: Measuring and improving service quality in Egyptian private universities. Journal of Marketing for Higher Education, Vol.16, No. 2, pp. 83-104.
• Narang, R. (2013). How do we measure service quality in management education? An exploratory study in India. International Journal of Management in Education, Vol. 7, No. 3, pp.276-292.
• Pharziyan Poor, Ph., Dargahi, H., Einollahi, N., Aghababa, S. (2010). Internal evaluation of department of management of health services of paramedical faculty of Tehran University of Medical Sciences. Health Information Management Journal, Vol. 3, No. 7, pp. 353-360 (in Persian).
• Roosta, A., Venoos, D. and Ebrahimi, E. (1999). Marketing Management. Tehran: Samt (in Persian).
• Sahney, S., Banwet, D. K., & Karunes, S. (2006). An integrated framework for quality in education: Application of quality function deployment, interpretive structural modelling and path analysis. Total Quality Management & Business Excellence, Vol.17, No. 2, pp. 265-285.
• Sanderson, W. C., Lutz, W., & Scherbov, S. (2013). The End of World Population Growth in the 21st Century: New Challenges for Human Capital Formation and Sustainable Development. Routledge.
• Shakhi, K., Hosein Poor, D., Maharloo, H., Zahiri, M. and Haghighi, M. (2013). Students' viewpoints on educational quality of health services Management Department of Ahvaz Jundishapur University of Medical Sciences, Two Quarterly Journal of Medical Education Research and Development Center, Vol. 4, No. 1, pp. 83-89 (in Persian).
• Singh, R. A. J. D. E. E. P. (2010). SERVQUAL and model of service quality gaps: A framework for determining and prioritizing critical factors from faculty perspective in higher education.
• Sipahi, S., & Timor, M. (2010). The analytic hierarchy process and analytic network process: an overview of applications. Management Decision, Vol. 48, No. 5, pp. 775-808.
• Soltani Nasab, R., Abasi, R., & Abasi, R. (2018). The relationship between organizational citizenship behavior (O.C.B.) and the quality of services provided to students (A case study of Tehran Technical Colleges staff). Vol. 9, No. 33, PP. 191-206.
• Tan, K. C., & Kek, S. W. (2004). Service quality in higher education using an enhanced SERVQUAL approach. Quality in higher education, Vol.10, No. 1, pp.17-24.
• Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, Vol.24, No. 2, pp. 244-258.
• Temponi, C. (2005). Continuous improvement framework: implications for academia. Quality assurance in education, Vol.13, No.1, pp. 17-36.
• Veerasamy, D., Noel, D. T., & Govender, J. P. (2014). The service quality experience of International students: the case of a selected higher education institution in South Africa.
• Wu, W. W. (2008). Choosing knowledge management strategies by using a combined ANP and DEMATEL approach. Expert Systems with Applications, Vol.35, No. 3, pp. 828-835.
• Yar Mohammadiyan, M.h., Shah Talebi, S., Foladvand, M., & Shah Talebi, B. (2015).
  Providing a Model for evaluating universities performance (A survey study of Islamic Azad University Isfahan (Khorasgan)Branch.  Vol. 6, No. 22, pp. 19-38. 
• Yeo, R. K. (2008). Brewing service quality in higher education: Characteristics of ingredients that make up the recipe. Quality assurance in education, Vol.16, No. 3, pp.266-286.
• Yousapronpaiboon, K. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Procedia-Social and Behavioral Sciences, Vol. 1, No. 16, pp.1088-1095.