Prof Dr Md. Tareque Aziz :
Defining service quality for academic programs involves considering the needs and expectations of students, as well as the broader educational goals and standards of the institution. Continuous assessment, feedback and improvement efforts are essential to maintain and enhance service quality in academic programs. Additionally, it’s important to align these definitions with the specific mission and goals of the educational institutions.
Service quality for academic programs, often referred to as “educational service quality” is a multi-dimensional concept that encompasses various factors that contribute to the overall effectiveness of a program in meeting the needs and expectations of students, it is important to measure and define service quality in academic programs to ensure that students receive a high-quality education and have a positive learning experience. Here are some key dimensions and considerations for defining service quality in academic programs:
1. Teaching and Instructional Quality:
* Competent Faculty: The expertise qualifications, and teaching abilities of faculty members.
* Effective Pedagogy: The quality of teaching methods, materials, and delivery.
* Engagement: The extent to which students are engaged in the learning process.
2. Curriculum and Content:
* Relevance: The alignment of the curriculum with current industry trends and academic standards.
* Comprehensiveness: The coverage of essential topics and skills.
* Innovation: The incorporation of modern teaching methods and technologies.
3. Student Support and Services:
* Academic Advising. The availability of guidance for academic and career planning.
* Counselling and Support Services: Services that address students emotional and psychological well-being.
* Library and Research Facilities Access to resources for academic research.
4. Assessment and Feedback
* Regular Assessment: The frequency and quality of assessments to gauge student progress.
* Timely Feedback: Providing feedback to students in a constructive and timely manner.
* Transparent Grading: Clarity in grading and evaluation criteria.
5. Classroom and Learning Environment:
* Infrastructure: The availability of well-maintained classrooms; laboratories and technology.
g Class Size: Smaller class sizes can enhance student engagement and interaction.
* Inclusivity: Creating a diverse and inclusive learning environment.
6. Support for Extracurricular
* Clubs and Organizations: Opportunities for students to engage in extracurricular activities.
* Events and Seminars: Providing platforms for students to develop non-academic skills.
7. Access to Resources:
* Library and Information Services: Access to a wide range of resources for research and study.
* Technology and Wi-Fi: Reliable access to technology and internet connectivity.
8. Career Services:
* Internship and Job Opportunities: Assistance in finding internships and job placements.
* Career counselling: Guidance on career development and planning.
9. Value for Money:
* Tuition and Fees: The perceived value of the education in relation to the cost
10. Communication and Transparency:
* Clear Policies: Transparent academic policies and regulations.
* Timely Communication Effective communication with students about academic matters.
11. Accreditation and Reputation:
* Accreditation: Accreditation status and recognition of the program.
* Reputation The program’s standing in the academic and professional community.
12. Student Engagement and Feedback:
* Soliciting Student Feedback: Collecting and acting on feedback from students to continuously improve the program.
* Student Involvement: Involving students in decision-making processes and program development.
The perception on service quality among university students in Bangladesh can vary, but there are some common themes and factors that influence their views. It’s important to note that this perception can be subjective and may differ form one institution to another. Here are some key factors that can influence how university students in Bangladesh perceive service quality:
1. Academic quality: University students in Bangladesh typically place a high value on the quality of education. They expect competent and well qualified professors, up-to-date curriculum, and a rigorous academic environment. Their perception of service quality may depend on the effectiveness of teaching and the availability of resources for their academic growth.
2. Infrastructure and facilities: The availability and quality of infrastructure and facilities can significantly impact students’ perception of service quality. Modern classrooms, well equipped libraries, labs, and other amenities play a vital role. Students may be dissatisfied if the university lacks these resources.
3. Administrative services: Timely and efficient administrative services are crucial. Students often have to deal with administrative tasks like registration, financial aid and record keeping. Delays or inefficiencies in these areas can negatively impact their perception of service quality.
4. Support services: Students value access to support services such as counselling, career guidance and health services. These services contribute to their overall well being and academic success.
5. Extracurricular activities: Many students look for a well-rounded university experience. They appreciate universities that offer a wide variety extracurricular activities, clubs and events. These factors can enhance their overall perception of their university experience.
6. Student-Teacher interaction: The quality of interaction with professors and staffs are crucial. A supportive and engaging relationship with faculty members can positively influence students’ perception of their university experience.
7. Peer relationships: The quality of relationships among students is also vital. A welcoming and inclusive environment can enhance the overall experience and perception of service quality.
8. Cost and value for money: Many students in Bangladesh are cost conscious when it comes to higher education. Their perception of service quality may be influenced by the cost of tuition and the value their perceive they are receiving in return.
9. Employability and career prospects:Students often consider their employability prospects after graduation. If the university offers career services, internships and opportunities for practical experience, it can positively impact their perception for service quality.
10. Communication and transparency: Effective communication from the university regarding important matters, such as changes in policies, academic updates and event announcements, can also impact student’s’ satisfaction.
11. Reputation and accreditation: The reputation and accreditation status of the university can shape students’ initial perception of service quality.
It is important to recognise that individual perceptions of service quality can vary, and the specific experiences and expectations of each student may differ. Universities in Bangladesh, like those in other countries should continuously assess and improve their services to meet the evolving needs and expectations of their student body. Additionally, it is essential for universities to seek feedback from their students and take their input into account when making improvements.
(The writer is Dean, Faculty of Business Studies,
Green University of Bangladesh).
