Assessing university students' perception of academic quality using machine learning
Open Access
- 12 October 2020
- journal article
- research article
- Published by Emerald in Applied Computing and Informatics
- Vol. 20 (1/2), 20-34
- https://doi.org/10.1108/aci-06-2020-0003
Abstract
The aim of this research is to assess the influence of the underlying service quality variable, usually related to university students' perception of the educational experience. Another aspect analysed in this work is the development of a procedure to determine which variables are more significant to assess students' satisfaction. In order to achieve both goals, a twofold methodology was approached. In the first phase of research, an assessment of the service quality was performed with data gathered from 580 students in a process involving the adaptation of the SERVQUAL scale through a multi-objective optimization methodology. In the second phase of research, results obtained from students were compared with those obtained from the teaching staff at the university. Results from the analysis revealed the most significant service quality dimensions from the students' viewpoint according to the scores that they provided. Comparison of the results with the teaching staff showed noticeable differences when assessing academic quality. Significant conclusions can be drawn from the theoretical review of the empirical evidences obtained through this study helping with the practical design and implementation of quality strategies in higher education especially in regard to university education.Keywords
This publication has 38 references indexed in Scilit:
- Analysing user trust in electronic banking using data mining methodsExpert Systems with Applications, 2013
- IT service climate, antecedents and IT service quality outcomes: Some initial evidenceThe Journal of Strategic Information Systems, 2013
- SQM‐HEI – determination of service quality measurement of higher education in IndiaJournal of Modelling in Management, 2011
- SERVQUAL in Malaysian universities: perspectives of international studentsBusiness Process Management Journal, 2011
- Performance‐based service quality model: an empirical study on Japanese universitiesQuality Assurance in Education, 2010
- Minimising the delta test for variable selection in regression problemsInternational Journal of High Performance Systems Architecture, 2008
- Perceived e‐service quality (PeSQ)Managing Service Quality: An International Journal, 2007
- A SERVQUAL and QFD approach to total quality educationInternational Journal of Productivity and Performance Management, 2004
- Consumer perceptions of Internet retail service qualityInternational Journal of Service Industry Management, 2002
- Finding the Embedding Dimension and Variable Dependencies in Time SeriesNeural Computation, 1994