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Hesqual – Tool For Analysis Of Higher Education Service Quality

Author

Listed:
  • Dugagjin Sokoli

    (UBT College, Kosovo)

  • Andrej Koren

    (International School for Social and Business Studies, Slovenia)

  • Kujtim Shala

    (University of Prishtina “Hasan Prishtina” Kosovo)

Abstract

Research paper aim was to assess the 17 attributes of four dimensions that are part of core educational quality theme in the HESQUAL model. HESQUAL – Higher Education Service Quality model was developed by Teeroovengadum et al, (2016) for measuring service quality in higher education. HESQUAL model contains five main themes that are thematic with a total of eleven dimensions. The administrative quality theme has two dimensions attitude and behavior of the staff, and administrative processes. Three dimensions are merged as a physical environment quality theme, that is learning setting, general infrastructure, and support infrastructure. The third theme comprises of core educational quality which has four dimensions; curriculum, the attitude and behavior of academics, pedagogy, and competence of academics. The last two dimensions are support facilities quality and transformative quality. notably, to obtain appropriate results, a survey was conducted on students that study in Higher.

Suggested Citation

  • Dugagjin Sokoli & Andrej Koren & Kujtim Shala, 2019. "Hesqual – Tool For Analysis Of Higher Education Service Quality," Thriving on Future Education, Industry, Business and Society; Proceedings of the MakeLearn and TIIM International Conference 2019,, ToKnowPress.
  • Handle: RePEc:tkp:mklp19:621-627
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