Title: How can we develop academic and student surveys to measure and evaluate the quality of services at higher education institutions? Insights from a non-profit HEI in the Sultanate of Oman

Authors: Zuhair A. Al-Hemyari; Waleed Al Rajhi

Addresses: University of Nizwa, Nizwa, Oman ' University of Nizwa, Nizwa, Oman

Abstract: Continuous quality improvement is an endeavour that higher education institutions (HEIs) undertake to evaluate institutional effectiveness and service quality, and to ensure accountability and transparency to its stakeholders such as academics and students. This study positions academic and student surveys as pragmatic mechanisms that HEIs can rely upon to measure and evaluate the quality of the services that they provide. Using a non-profit HEI in the Sultanate of Oman, this study reveals the significant factors that impact the evaluation of HEI experience among academics and students, which include academic advising, classrooms, electronic management systems, general services, laboratories, learning support services, student affairs and society services, and records and registration services. The numerical results of each survey, each dimension and each statement/indicator are computed, discussed, and compared, and several tests were performed, in order to answer the research questions and hypotheses. The implications of the findings and future research directions conclude the paper.

Keywords: quality management; continuous quality improvement; institutional services; students' opinions; academic staff opinions.

DOI: 10.1504/IJQI.2022.122331

International Journal of Quality and Innovation, 2022 Vol.6 No.2, pp.134 - 161

Published online: 19 Apr 2022 *

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