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Purpose: This paper aims to explore the experiences, attitudes and expectations of higher education managers in relation to the increased use of metrics. Specifically, the authors examine a system of metrics which was introduced as part of the process for establishing Technological Universities in Ireland. Design/methodology/approach: A total of 12 managers were interviewed. The authors present data from the interviews in which the authors explore: the previous use of metrics; the impacts of the introduction of metrics; and the future use of metrics. A mix of narrative structuring and thematic analysis is used. Findings: The introduction of metrics evokes a mixed reaction from the managers. The metrics allow performance in a range of activities to be measured, assessed and benchmarked. However, there are both direct and indirect impacts of the transition to a metric-based system, which the authors explore using six themes. Originality/value: The authors apply the Academics Responding to Change model proposed by Trowler (1998) as the theoretical lens. This helps to capture the complex mix of direct and indirect effects that metrics can have on activities both at an individual and institutional level. [ABSTRACT FROM AUTHOR]

Purpose – This study presents institutional research and aims to explore the underlying factors that contribute to hospitality management students' satisfaction and perceptions of service quality at a higher education college in Ireland. Research focusing on hospitality and leisure management education argues for greater cognisance of the relevance of students' experience with third level education. Therefore, the current paper seeks to address the issue of student feedback and satisfaction measurement in light of recent proposals. Design/methodology/approach – The responses to a "course satisfaction questionnaire" taken from a database of first year students (n=263) were factor-analysed using the principal component technique, the purpose of which was to identify latent explanatory variables of the student satisfaction concept as applied in a hospitality management context. Descriptive analysis was used to examine the level of satisfaction within the data. Tests for gender and nationality differences were conducted. Correlational analysis along with multiple regression techniques were applied to the data set to explore the salient relationships between satisfaction variables. Findings – Analysis reveals a multidimensional structure of student satisfaction. Six underlying factors accounted for a high percentage of variance in explaining student satisfaction. Academic support, welfare support and course communication structures are identified as being significant determinants while differences based on nationality are observed, particularly in relation to pre-placement support. Practical implications – Issues such as quality of student life and other non-institutional factors need to be accounted for in offering a more comprehensive explanation of student satisfaction. The role of pre-work placement preparation is emphasised. The potential to chart the level and structure of student satisfaction throughout the whole institution is suggested. Furthermore, the prospect of conducting longitudinal research serves as a unique opportunity. The use of quantitative techniques, bolstered by qualitative methods, is recommended as a future direction for data collection, analysis and synthesis. Originality/value – This paper attempts to fill a gap in student satisfaction research from a hospitality and tourism management perspective. [ABSTRACT FROM AUTHOR]

Purpose – This paper aims to report and analyse the lessons learned from a case study on the implementation of a quality management system within an IT Division in a higher education (HE) organisation. Design/methodology/approach – The paper is based on a review of the relevant literatures and the use of primary sources such as document analysis, participant observation and interviews to develop a case study that describes and evaluates the implementation process. Findings – The case study identifies four factors central to the effective implementation of the quality management system within a Division of a HE institution: senior leadership and sponsorship; stakeholder engagement; the management of culture change; and implementing quality processes. Practical implications – The case study reveals that the implementation of quality management systems requires sustained effort, continuous leadership, and the long term commitment of resources and systematic auditing of performance and is best done on an incremental basis. Originality/value – The paper is based on a single organisation case study, and utilises a variety of data collection methods to generate findings. The study findings illustrate that HE institutions may achieve greater success in implementing quality management systems if they focus on a particular division rather than an organisation-wide approach. [ABSTRACT FROM AUTHOR]