COMPREHENSIVE QUALITY ASSESSMENT IN HIGHER EDUCATION
Author: Maria Stepanova
Peter the Great Saint Petersburg Polytechnic University, Saint Petersburg, Russia
The article presents an analysis of approaches towards the development of a system of comprehensive quality assessment of education based on an example of one of Russia’s major institutions of higher education. The system encompasses all the participants in the educational process and related stakeholders. Comprehensiveness and balance of the quality assessment is achieved by unifying the centralised and decentralised approaches, whereby part of the work is carried out on the faculty or departmental level, while the other part is undertaken at a university-wide level. Based on this analysis, a number of practical recommendations were made in the aims of improving the quality of education in a number of areas. The implementation of these recommendations has already produced real and significant results for the students. This is also reflected in the results of the regular surveys undertaken to assess students’ satisfaction with the quality of the master’s programme in linguistics.
Keywords: higher education, quality assessment, quality assurance, stakeholders, student satisfaction
Received: 1 December 2016
Reviewed: 20 December 2016
Accepted: 28 December 2016
Published: 31 December 2016
Stepanova, M. (2016). Comprehensive quality assessment in higher education. English Studies at NBU, 2(2), 77-88. https://doi.org/10.33919/esnbu.16.2.1
Copyright © 2016 Maria Stepanova
This open access article is published and distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0), which permits non-commercial use, distribution, and reproduction in any medium, provided the original author and source are credited. If you want to use the work commercially, you must first get the authors' permission.
Eliseeva, Е. N. (2013). Otsenka udovletvorennosti potrebitelei obrazovatel’nykh uslug na fakul'tete upravleniia ['Assessment of education services user satisfaction at the department of management']. Vestnik Cheliabinskogo gosudarstvennogo universiteta, 3(294), 107-110. Retrieved from http://elibrary.ru/item.asp?id=19093540
Gaidukova, G. N. (2013). Sotsiologicheskii monitoring udovletvorennosti potrebitelei kachestvom obrazovatel’nykh uslugi ['Sociological monitoring of user satisfaction with the quality of education services']. Современные проблемы науки и образования ['Sovremennye problemy nauki i obrazovaniia'], 1. Retrieved from: http://www.science-education.ru/107-8422
Huang, L., Yang, Z. & Hampton, G. (2011). Assessing Customer Satisfaction with Non-Profit Organizations: Evidence from Higher Education. Asian Journal of Business Research, 1(2), 75-90. https://doi.org/10.14707/ajbr.110013
Jongbloed, B., Enders, J. & Salerno, C. (2008). Higher education and its communities: interconnections, interdependencies and a research agenda. Higher education, 56(3), 303-324. https://doi.org/10.1007/s10734-008-9128-2
Kuzu, Ö., Gökbel, H. & Güleş, H. K. (2013). Developing sustainable relations with internal and external stakeholders in universities: vision and mission views. 13th International Educational Technology Conference. Procedia - Social and Behavioral Sciences, 103, 281–289. https://doi.org/10.1016/j.sbspro.2013.10.336
Mark, E. (2013). Student satisfaction and the customer focus in higher education. Journal of Higher Education Policy and Management, 35(1), 2–10. https://doi.org/10.1080/1360080X.2012.727703
Masterov, A.G., Bratchikov, A.P., Andreenko, A.S., Suleimanova, V.M., & Stepanian, V.M. (2012). Udovletvorenost’ zainteresovannykh storon kak factor povysheniia kachestva obrazovatel’noi deiatel’nosti fizkul’turnogo vuza ['Satisfaction of stakeholders as a factor to improve the quality of educational activity of universities for sports sciences']. Volgograd: Volgograd State Sports Academy. Retrieved from: http://www.vgafk.ru/upload/medialibrary/114/jhcpxusteeliulvxq...pdf
Merkulova E. P. (2007). Informatsionnaia asimetria kak faktor sotsial’noi konkurentosposobnosti sovremennogo obrazovatel’nogo produkta ['Informational asymmetry as a factor of social competitiveness in the contemporary education product'] (Doctoral dissertation, Irkutsk State University, Irkutsk, Russia). Retrieved from: http://sigla.rsl.ru
Moraru, L. (2012). Academic internal stakeholder condition: a comparative approach. International Conference on Education and Educational Psychology. Procedia - Social and Behavioral Sciences, 69, 54–72. https://doi.org/10.1016/j.sbspro.2012.11.383
Munteanu, С., Ceobanu, C., Bobâlcă, C. & Anton, O. (2010). An analysis of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23(2), 124-140. https://doi.org/10.1108/09513551011022483
Titova, N. L. (2008). Putʹ uspekha i neudach: strategicheskoe razvitie rossiĭskikh vuzov ['The path to success and failure; strategic development of Russian HE institutions']. Moskva: MAKS Press.
UNESCO. (1998, October 9). World Declaration on Higher Education for the Twenty-first Century: Vision and Action. Higher Education in the Twenty-First Century: Vision and Action. Retrieved from http://www.unesco.org/education/educprog/wche/declaration_eng.htm