Evaluation of Administrative Support Services for Quality Assurance in Higher Education: Empirical Review

Peter Y., J. A.A., Hajia A.G., Grace M.B.
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引用次数: 1

Abstract

Administrative support is concerned with the provision of secretarial and administrative services to students, faculty, and other customers of educational institutions. In effect, any assistance provided by administrative staff to students and faculty that benefits the institution's overall well-being constitutes an administrative support service. Despite their complementary role in the teaching and learning process, it appears from the literature that administrative support services receive little attention when it comes to students’ evaluation of university services for quality assurance. This article reviews digitally available scholarly research on administrative support services in higher education. The purpose of the review was to justify the inclusion of administrative support in students' evaluations of university services for quality assurance. To do this, the study reviewed scholarly works on administrative support services in higher education. In all, 43 research articles were analyzed in terms of six criteria, namely 1) nature of administrative support in higher education 2) administrative support as service 3) customers of higher education administrative support 4) quality as necessity in administrative support 5) justification for quality assuring administrative support service 6)justification for use of students’ to evaluate administrative support services. The study found that administrative support and teaching services have a direct symbiotic relationship. Quality assurance of teaching services without the same being done for administrative support services does not provide a complete picture of the overall service quality and well-being of higher education. Again, the study found that a lot of resources go into the recruitment and maintenance of administrative staff. To ensure efficiency effectiveness and accountability of this staff, there is the need for frequent evaluation. The study recommends periodic student satisfaction surveys to ascertain students’ level of satisfaction with administrative support services.
高等教育质量保证行政支持服务评价:实证研究
行政支持是指为学生、教师和教育机构的其他客户提供秘书和行政服务。实际上,行政人员向学生和教师提供的任何有利于机构整体福祉的帮助都构成了行政支持服务。尽管行政支持服务在教学和学习过程中具有互补作用,但从文献中可以看出,当学生评价大学服务的质量保证时,行政支持服务受到的关注很少。本文综述了高等教育行政支持服务的数字化学术研究。检讨的目的是为了证明在学生评价大学服务的质素保证时,应包括行政支援。为此,本研究回顾了有关高等教育行政支持服务的学术著作。总共有43篇研究论文根据6个标准进行了分析,即1)高等教育行政支持的性质;2)行政支持作为服务;3)高等教育行政支持的客户;4)质量作为行政支持的必要性;5)质量保证行政支持服务的理由;6)使用学生评价行政支持服务的理由。研究发现,行政支持与教学服务具有直接的共生关系。教学服务的质量保证,如果没有行政支助服务的质量保证,就不能全面反映高等教育的整体服务质量和福利。该研究再次发现,大量资源用于行政人员的招聘和维护。为了确保这些工作人员的效率、效力和责任,需要经常进行评价。研究建议定期进行学生满意度调查,以确定学生对行政支援服务的满意程度。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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