明确高等教育中的学生支持和服务需求:将卡诺分析作为战略工具的应用

IF 2.4 Q3 MANAGEMENT
Irish Tejero-Dakay, Lorafe Lozano, Rosana Ferolin
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引用次数: 0

摘要

本文旨在帮助高等教育机构(HEIs)更好地了解学生支持和服务需求,从而使其能够将有限的资源分配给有效改善学生体验的措施。该框架用于一所地方大学,使用了国家教育监管机构列为最低要求的 23 项服务功能。对满意度调查结果的分析和优先次序的排定是基于从重要性因素和满意度差距中得出的质量指数。调查结果显示,在被列为高等院校最低要求的清单中,没有任何特征被学生视为 "必须具备",8 项特征表现良好,14 项特征具有吸引力,1 项特征无动于衷。当这些结果按年级分列时,卡诺理论中的 "愉悦感自然衰减 "就表现出来了,因为对在校时间最长的学生来说,有吸引力的特征较少。经过一整年的学年周期后,与基线数字相比,结果似乎显示了开展具体活动的单位实现绩效目标对客户满意度的影响。研究局限/意义需要进一步开展研究,以积累更多关于客观绩效与绩效特征满意度之间关系的数据集,同时注意到这种分类也必然会随着时间的推移而发生变化。原创性/价值在持续质量改进的背景下,本研究介绍了如何利用定性卡诺模型和方法论中的简单定量工具,不仅在服务设计的规划阶段加以利用,而且在结束规划、执行、检查和行动(PDCA)循环和开启质量改进螺旋时加以利用。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Enucleating the student support and services needs in higher education: the application of Kano analysis as a strategic tool

Purpose

This paper aims to help higher education institutions (HEIs) develop a better understanding of student support and services needs, thereby enabling them to allocate limited resources for initiatives that effectively improve student experience.

Design/methodology/approach

An assessment framework following the Kano analysis is developed to categorize student service features based on customer satisfaction and need fulfillment. The framework is used at a local university, using 23 service features listed as minimum requirements by the national regulatory body for education. Analysis of the satisfaction survey results and prioritization are based on quality indices derived from a factor of importance and the satisfaction gap. A survey was conducted for two academic years to generate a comparison of results.

Findings

Of the list mandated as minimum requirements for HEIs, the study revealed that no features were regarded as “must-be,” eight as performing, 14 as attractive and one as indifferent by the students. As these results were disaggregated per year level, the natural decay of delight as in the Kano theory was exhibited as there were less attractive features for students who have been in the university longest. After a full-year academic cycle, results compared to the baseline figures seemed to reveal of impact of the achievement of performance targets by the units rendering specific activities on client satisfaction.

Research limitations/implications

Further rounds of the study are needed to build up more data sets on the relationship between objective performance and satisfaction level for performing features, mindful that this categorization is also bound to change along the way.

Practical implications

As HEIs in the Philippines journey towards the establishment of their own respective internal quality assurance systems, this study provides a practical approach for institutions to transform a mere list of student services for compliance into a strategic tool to enhance the student experience.

Originality/value

In the context of continuous quality improvement, the study presents how the qualitative Kano model, along with simple quantitative tools in the methodology, can be utilized not only in the planning stage of service design but also in closing the planning, doing, checking and acting (PDCA) cycle and opening the quality improvement spiral.

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来源期刊
CiteScore
4.30
自引率
8.30%
发文量
72
期刊介绍: The International Journal of Educational Management (IJEM) provides those interested in the effective management of the educational process with a broad overview of developments and best practice in the field, with particular reference to how new ideas can be applied worldwide. As the whole structure and philosophy of education goes through a sea-change, and as budgets are cut, educational managers need to keep abreast of new developments in order to maximize their resources and determine the most appropriate management strategy for their institution. The journal explores research in the following areas: -Innovation in educational management across the spectrum -The development of educational delivery mechanisms -Creation of an environment in which the management of resources provides the most efficient outputs -Sharing of new initiatives, with an international application The International Journal of Educational Management addresses the increasingly complex role of the educational manager, offering international perspectives on common problems and providing a forum for the sharing of ideas, information and expertise.
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