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Purpose The purpose of this study is to demonstrate an adaptation of the SERVQUAL survey method for measuring the quality of higher educational services in a Russian university context. We use a new analysis and a graphical technique for presentation of results.Design/methodology/approach The methodology of this research follows the classic SERVQUAL method in terms of data acquisition but provides a new approach for data analysis and presentation of findings. The technique is intended to improve upon the original method by including an importance-quality analysis grid and extending it with an innovative graphical tool for presenting results to decision-makers that is based on area-based ratios rather than difference scores.Findings The report includes survey results of two waves of research conducted in 2009 and 2014. Each wave consisted of 1,000 respondents from 20 branches of study and 11 higher education institutions, respectively.Research limitations/implications It is argued that the SERVQUAL method can be improved significantly with the proposed technique. However, the validity and reliability of the importance, expectation and perception summary scores need to be further investigated. Also, alternative methods for quality assessment (SERVPERF/HEdPERF) should be tested and compared with the modified SERVQUAL method in Russian and other international education contexts.Practical implications Educational service quality assessments allow the management to acquire an image of the overall quality of an institution, as well as its strengths and weaknesses, thereby improving its strategic positioning to make improvements. It is hoped that the proposed improvement to the SERVQUAL technique will increase adoption of the method among academic institutions.Originality/value The improved SERVQUAL methodology demonstrated in this research replaces the widely criticised “difference scores” with an easily applied graphical display. The methodology also incorporates an importance-quality analysis providing a new perspective on the SERVQUAL data. The current findings provide valuable insights into the perceived quality of the Republic of Tatarstan’s higher education system in Russia, as given by its student customers. [ABSTRACT FROM AUTHOR]

Purpose – This paper aims to explore academics’ perspectives on the quality of appraisal evidence at a Chinese university. Design/methodology/approach – An online survey with both closed items and open-ended questions was distributed among all academics at the university (n = 1,538). A total of 512 responded to the questionnaire. The closed items were initially analysed using EXCEL and SPSS; the open-ended questions were thematically analysed. Findings – The academics believed that the quality of student survey and peer observation of teaching were affected by subjectivity and the lack of understanding of appraisal. Academics also suggested that appraisals should be contextualised and the approach standardised. The study suggests the need for training that informs and engages relevant stakeholders to ensure the rigour of appraisal. Originality/value – The study raises the issue of quality assurance regarding appraisal data from the perspective of academics. It is based on the collaborative effort of academics in Australia, China and New Zealand, with the support of the management staff at the case study university. The study informs both appraisers and academics of quality assurance issues in appraisal. It also contributes to the literature, in that it initiates dialogues between communities of practices through collective questioning on the quality and mechanisms of appraisal in tertiary education. [ABSTRACT FROM AUTHOR]

Purpose -- The purpose of this study was to design an assessment instrument to evaluate students' attitudes toward sustainable engineering (SE). Factors that impact SE beliefs could then be explored. Design/methodology/approach -- Using the definition of sustainability from the Brundtland report and expectancy value theory, students' sentiment toward SE was evaluated using items to assess SE self-efficacy, SE value and SE affect. The survey was distributed at three diverse universities with 515 responses from students ranging from first year through graduate studies in a variety of engineering majors. The survey instrument was validated using principal components analysis, and internal reliability was established via high Cronbach's alpha for each construct. Findings -- Participation in more experiential, enriching learning experiences correlated to higher SE self-efficacy, value and affect. Extracurricular club involvement correlated with a lower self-efficacy but high SE value. Students who had participated in undergraduate research had a high SE self-efficacy, particularly in the environmental and social sub-scales. The students who participated in internships had high SE self-efficacy but lower SE affect. A greater number of volunteer hours correlated with increased SE affect. Female students possessed higher SE value and affect than male students, but self-efficacy was not significantly different. SE self-efficacy increased with academic rank. Originality/value -- This is the first effort to measure engineering students' attitudes toward SE using the three sub-scales of expectancy value theory and assessing correlations in these attributes with students' participation in various learning experiences. [ABSTRACT FROM AUTHOR]