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Evaluation of the Quality of Higher Education Services by Revised IPA in the Perspective of Digitization

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Listed:
  • Olimpia Iuliana Ban

    (Department of Economics and Business, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

  • Roxana Hatos

    (Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

  • Nicoleta-Georgeta Bugnar

    (Department of International Affairs, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

  • Dinu Sasu

    (Department of Management-Marketing, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

  • Adela Laura Popa

    (Department of Management-Marketing, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

  • Andreea-Florina Fora

    (Department of International Affairs, Faculty of Economic Sciences, University of Oradea, 410087 Oradea, Romania)

Abstract

Higher education services are at a crossroads created by the disruptive impact of digitalization. The COVID-19 pandemic experience forced Romanian universities to use digital educational platforms and other online education tools. The questions put into discussion are: Where is Romanian university education headed, what attributes of service quality are relevant for students, how do they see the digitization experience, and what needs to be done to increase satisfaction? A survey was conducted based on an online questionnaire on a sample of 314 students from the University of Oradea that used, for the first time in empirical research, a scale to measure satisfaction with the quality of educational services to which a dimension of digital education is added. Revised importance–performance analysis (importance–performance analysis in nine quadrants with one parameter c-9Qc-IPA) was used for data processing. The results show a still-reserved attitude towards certain aspects of the digitization of services, with priority remaining on aspects related to the material base and the prospects of finding a suitable job after graduation.

Suggested Citation

  • Olimpia Iuliana Ban & Roxana Hatos & Nicoleta-Georgeta Bugnar & Dinu Sasu & Adela Laura Popa & Andreea-Florina Fora, 2024. "Evaluation of the Quality of Higher Education Services by Revised IPA in the Perspective of Digitization," Sustainability, MDPI, vol. 16(7), pages 1-22, April.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:7:p:3017-:d:1370307
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    References listed on IDEAS

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    1. Parves Sultan & Ho Yin Wong, 2019. "How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mod," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 332-347, May.
    2. Sever, Ivan, 2015. "Importance-performance analysis: A valid management tool?," Tourism Management, Elsevier, vol. 48(C), pages 43-53.
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