Dissertations / Theses on the topic 'Education, Higher – Ethiopia – Quality control'

The aim of this study was to examine the role of distance education in providing access to quality postgraduate education in Ethiopia, using the Indira Gandhi National Open University (IGNOU) as a case study. It draws on the development of distance education and it further explores the distance education programme delivery system in Ethiopia on the postgraduate level. In addition, the study explores the policy gap between conventional and distance education in relation to international postgraduate distance education. The study, specifically, focuses on the Master of Arts in Rural Development (MARD) programme offered by IGNOU in Addis Ababa, Ethiopia, in terms of the opportunities it provides for alternative access to postgraduate education. It also explores the quality and quality assurance strategies employed in distance education. Two instruments were used to gather relevant data, namely: interviews and document analysis. The structured interviews were conducted with MARD graduates and current students at IGNOU in 2012. Other semi-structured and structured interviews were conducted with the dean and department head, programme coordinator, tutors, the institution‘s top-level managers, the course and materials dispatching officer and administrator as well as with policy-makers at the Ministry of Education (MoE). Furthermore, interviews were conducted with higher education experts and other MoE senior officials in foreign relations and those involved in cross-border private higher institutions. Senior officials from the Higher Education Relevance and Quality Agency (HERQA) were also interviewed, such as the deputy director and senior officials who are responsible for quality audit and accreditation for both private and public higher education as well as the external quality auditors. A total sample size of thirty respondents participated in the study and the respondents were purposefully selected from diverse areas. The data gathered, using a qualitative method, was analysed. The selected relevant documents for the study were also thoroughly analysed and agreed with the interview findings. The study established that distance education has the potential to contribute significantly to the provision of higher education in Ethiopia. As the main findings of the study revealed, there is recognition of the MARD programme by the participants, especially the graduates in terms of the fulfilment of certain quality elements which is largely due to the promotion they received after the completion of the programme. The MoE participants indicated an acceptance of IGNOU in terms of it increasing access to higher education, even though it seems to be unrealistic to state that the quality of postgraduate distance education at IGNOU at this level is of the highest standard. Nevertheless, the quality indicators or elements at IGNOU regarding student support services and the quality of course materials and assessment methods are clear evidence that indicate that IGNOU is addressing the issues of quality enhancement and improvement. There are, however, a number of factors which can affect the realisation of the potential of distance education programmes in Ethiopia. These are considered in terms of the operations of international providers of postgraduate studies and their role in meeting the increasing demand for quality human resource development in the country. In view of the findings and provided that the necessary conditions are met, it is possible to provide postgraduate studies in distance education programmes in Ethiopia in an efficient and successful manner. This requires careful planning and the alignment of the policy framework with the conventional system of higher education. The study further reveals a range of strengths and weaknesses in the postgraduate level distance education programmes offered by international providers and by IGNOU, in particular. The main areas of emphasis include the national education policy and its implications for distance education development and the entire institutional and pedagogic system of the cross-border institution; the focus of which includes course material development; the provision of various student support services; as well as the integration of ICT and assessment and evaluation methods. In the light of the above factors the study also identifies some strategies that can be used to develop and increase the effectiveness of these programmes. A significant strategy identified in this study recommends the need to decentralise services into different regional administrative centres. There is, therefore, a need to have comprehensively stocked libraries and quality student support services at the regional centres with adequate facilities for distance students including services, such as ICT, access to reference materials and counselling. Frameworks for assuring quality in open and distance learning, identified by Latchem and Jung in Asian Open and Distance Learning universities (ODL) (2007) and Lockhart and Lacy (2002) and an Assessment model used in the United States‘ distance education context were adopted for the purpose of analysis in this study. Latchem and Jung (2007) examine the various quality assurance approaches employed in Asian Open and Distance Learning universities (ODL). They make suggestions on how to achieve a culture of quality in distance education which is relevant in the context of developing countries, such as Ethiopia. The following three quality indicators were used as tools of analysis: coherence, efficiency and the impact of distance education. These indicators are identified by Perraton (2000:199) and are drawn from the quality criteria specific to distance education. They were adopted as a framework that could be applied to quality distance education in responding to human resource development in Ethiopia. The study reveals that access to postgraduate studies in the conventional face-to-face system in Ethiopia is still a problem for some students and workers. Therefore, it is recommended that international postgraduate distance education providers should collaborate with local private and public contact higher education institutions in order to provide alternative access to higher education via the distance education mode.
Thesis (PhD)--University of Pretoria, 2014.
tm2015
Education Management and Policy Studies
PhD
Unrestricted

During the past decade, nurses in the clinical setting have began making a paradigm shift from Quality Assurance to Total Quality Management, or as it is commonly referred to within health care facililties, Continuous Quality Improvement.In contrast, scant attention has been paid to quality management practices in nursing in the higher education sector. This study provides an applied example of where it investigates quality management practices in the context of organisational culture and human resource management with the aim of developing a quality culture model for a school of nursing in higher education.The research study that was conducted produced several major findings from the views of nurse academics who participated in it. Several issues associated with nurse academics' opinions of quality management practices utilised in schools of nursing have been unravelled.The fundamental issue is that procedures and policies formulated for nurses in the hospital setting do not serve the needs of nursing education.The most crucial factor to be considered in policy developments and future research is that it needs to be contextualised in the culture of nursing in higher education.It has become imperative that a transparent quality culture reflects contemporary nursing in Australia and the proposed model in this thesis provides nurses with an opportunity to shape a quality system for the nursing profession.
Doctor of Philosophy (PhD)

The purpose of this research was to measure users' satisfaction with computer support in the higher education environment. The data for this study were gathered over a 5-week period using an online survey. Subjects (N=180) were members of a college at a major Texas university, which included both faculty and staff. SERVQUAL was the instrument used in this study. Two-ways statistical ANOVA analyses were conducted and revealed three statistically significant differences for Gender, Classification, and Comfort Level.

Thesis (MPhil)--Stellenbosch University, 2012.
ENGLISH ABSTRACT: This thesis briefly explores the quality phenomenon in higher education and more specifically in the university context. In addition, the experiences of stakeholders who participated in the first institutional quality audit at a merged university are explored and analysed. It is also argued that the world-wide quality phenomenon at universities, although sometimes politically driven and at times undertaken with hidden agendas, may eventually add value to a university‟ cycle of never-ending quality improvement and enhancement. University stakeholders who are either directly or indirectly involved in realising the university‟s vision and mission can provide invaluable feedback about their experience of a quality audit. Feedback by all stakeholders about a quality audit will assist the university to plan and prepare for the next cycle of quality audits. The research findings of this study indicated that a variety of differences exist in the perceptions of stakeholders that participated in the preparation and execution of the institutional quality audit. In some cases the differences may hold some limited risk for the university therefore some recommendations are also made in support of future audits. These and other recommendations emenating from the research findings will hopefully also contribute towards improved engagement between the stakeholders and members of the audit panel.
AFRIKAANSE OPSOMMING: Hierdie verhandeling ondersoek kortliks die verskynsel van gehalte in hoër onderwys, en meer spesifiek in die universiteitskonteks. Voorts word die ervarings van belanghebbendes wat deelgeneem het aan die eerste institusionele kwaliteitsoudit aan ʼn saamgesmelte universiteit, ondersoek en ontleed. Daar word ook aangevoer dat die wêreldwye verskynsel van kwaliteit aan universiteite uiteindelik waarde kan toevoeg tot ʼn universiteit se siklus van ewigdurende kwaliteitsversekering en –verbetering, selfs al is hierdie verskynsel soms polities gedrewe en al gaan dit by tye gepaard met verskuilde agendas. Belanghebbendes van die universiteit wat direk of indirek betrokke is by die realisering van die universiteit se visie en missie kan uiters waardevolle terugvoer bied oor hulle ervaring van ʼn kwaliteitsoudit. Terugvoer deur alle belanghebbendes oor ʼn kwaliteitsoudit sal die universiteit help om vir die volgende siklus kwaliteitsoudits te beplan en voor te berei. Die navorsingsbevindings van hierdie studie dui daarop dat ʼn verskeidenheid verskille wel bestaan in die persepsies van belanghebbendes wat deelgeneem het aan die voorbereiding en uitvoering van die institusionele kwaliteitsoudit. In sommige gevalle hou die verskille wel ʼn beperkte risiko vir die universiteit in en daarom word aanbevelings gemaak ter ondersteuning van toekomstige kwaliteitsoudits. Hierdie, sowel as ander aanbevelings sal hopelik ook bydra tot verbeterde interaksie tussen die belanghebbendes en lede van die ouditpaneel.

Within the last decade, continuous quality improvement (CQI) has been embraced by higher education management. An important component of the quality philosophy is to institute training for everyone: faculty, administrators, staff and students—in order to achieve a cultural transformation. The purpose of this study was to identify and describe the implementation characteristics of CQI training programs and to determine whether or not and to what degree relationships exist between these characteristics and training program effectiveness, as perceived by selected individuals at two- and four-year colleges in the United States. A survey instrument was designed to elicit the perceptions of both the chief administrators and those quality professionals who are charged with the training process as they relate to specific implementation characteristics such as training content needed to convey the appropriate philosophy, program implementation processes, and the perceived effectiveness of the respondents' quality training program. A 21-item questionnaire was used to gather the data from a sample of 524 individuals at two- and four-year colleges in the United States. The dependent variables in the study related to items addressing program effectiveness based on four types of program evaluation, and the independent variables related to specific implementation characteristics. Spearman correlation matrices were executed to test the relationships between and among implementation characteristics and between the four levels of evaluation. Multiple regression analyses were computed to determine which and to what extent implementation characteristics accounted for variation in each of the four measures of effectiveness. Analyses revealed that using a variety of philosophies, tools and content segments, providing training in quality awareness, team leadership, management and leadership, and assessment, using internal trainers, and the extent of staff and faculty support accounted for the largest proportions of variance. The statistical results for the two hypotheses which were derived from the research questions were also reported.

Thesis (MBA)--Stellenbosch University, 2007.
ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB.
AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

This study examines the extent to which teachers’ (N=248) and students’ (N=968) perceptions of effective teaching and students’ evaluations of teachers in six colleges of technology in Oman match or mismatch. It also investigates Omani students’ (N=922) ability to identify the teaching dimensions underlying a widely used American instrument used for collecting students’ evaluations of teachers and the extent to which the teaching dimensions found in Oman are similar to or different from those found in America and elsewhere in the West. In addition, the present research assesses the reliability of students’ ratings in Oman and the effect of a number of course, teacher, and student background characteristics on these ratings. Results showed that while teachers and students matched in their perceptions of various characteristics of effective teaching, they significantly differed in their valuation of many criteria of effective teaching. Differences were also observed between the two groups’ perceptions of the validity and utility of students’ ratings and the role of the student as an evaluator of teaching. The results also showed that Omani students are capable of identifying most of the teaching dimensions underlying the standardised American rating instrument. A few factors, however, appear to be inseparable in the Omani context. The inter-rater reliability of students’ ratings collected from Oman was analysed and found to be of good standard and only slightly lower than what was found in North America and Australia for the same instrument. Consistent with previous research, it appears, however, that students’ ratings are affected by various student, teacher, and course background characteristics. The evidence on the differences between teachers and students in their perceptions of quality college teaching and their criteria for judging teaching effectiveness calls for more investigation and verification. It is argued here that many of the mismatches in perceptions can be traced to students’ educational upbringing in pre-college education. Therefore, the assumption that quality can be improved in higher education irrespective of what learning styles and habits students bring with them from schools may be unrealistic. Contrary to the prevailing stance in Oman’s higher education, which generally views students’ ratings with distrust and suspicion, the present study results appear to provide preliminary support for the use of students’ ratings in Oman’s universities and colleges as a source of information in teaching evaluation and improvement. It is argued that involving students in the evaluation of teaching is an essential tool in implementing, institutionalising, and enhancing the newly introduced standards in teaching and learning.

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The present study defines the factors that influence the perception of quality for private superior education and analyzes the causality relation between each one of them and the quality. The factors had been identified based on the three dimensions of the marketing mix of services, being the People, the Process of production and delivery of the services and Tangible Aspects. Studies that turn on Brazilian superior education and on the quality of the services had also contributed as reference. To verify the adequacy of the considered model were used information collected from 388 academics of the Course of Administration in two private Institutions of Superior Education in the city of S??o Paulo. The statistics technique used was the Structural Equation Modeling. An adjustment process became fulfilled, through three methods of esteem, getting itself six endogenous constructs: Qualification of the Faculty, Attendance, Relationship between Learning, Main Tangible Aspects, Academic Environment and Relationship between Professor and Pupil. The causal relation between the endogenous constructs and exogenous construct defined as Quality was tested, presenting resulted that they had demonstrated the tack of the data you show for the considered causal model. The Academic Environment was the factor presented the strongest relation with the Quality, followed by the Attendance, Main Tangible Aspects, Relationship between Professor and Pupil, Qualification of the Teachers and Relationship between Students.
O presente estudo define os fatores que influenciam na percep????o de qualidade do ensino superior privado e analisa a rela????o de causalidade entre cada um deles e a qualidade. Os fatores foram identificados, apoiando-se em tr??s dimens??es do composto de marketing de servi??os, sendo as Pessoas, o Processo de produ????o e entrega dos servi??os e os Aspectos Tang??veis. Estudos que versam sobre o ensino superior brasileiro e sobre a qualidade dos servi??os tamb??m contribu??ram como refer??ncia. Para verificar a adequa????o do modelo proposto foram obtidos dados junto a 388 discentes do Curso de Administra????o em duas Institui????es de Ensino Superior da rede privada na cidade de S??o Paulo. A t??cnica estat??stica utilizada foi a da Modelagem de Equa????es Estruturais. Realizou-se um processo de ajustamento, atrav??s de tr??s m??todos de estima????o, obtendo-se seis construtos end??genos: Capacita????o do Corpo Docente, Atendimento, Relacionamento entre Discentes, Principais Aspectos Tang??veis, Ambiente Acad??mico e Relacionamento Professor e Aluno. A rela????o causal entre os construtos end??genos e o construto ex??geno definido como Qualidade foi testada, apresentando resultados que demonstraram a ader??ncia dos dados amostrais pelo modelo causal proposto. O Ambiente Acad??mico foi o que apresentou a rela????o mais forte com a Qualidade, seguidos do Atendimento, Principais Aspectos Tang??veis, Relacionamento Professor e Aluno, Capacita????o do Corpo Docente e Relacionamento entre Discentes.

A gestão de laboratório tornou-se essencial em razão da preocupação com a saúde e com o meio ambiente. Conhecer todos os processos e atividades desenvolvidas nessas unidades e adotar bons indicadores para avaliar o desempenho, facilitam o controle interno do laboratório. O uso combinado dos indicadores com as ferramentas de gestão como Gestão da Qualidade Total, Redesenho de Processos, Normas ISO, Pensamento Lean e Gestão do Erro, poderão propiciar uma melhora significativa na eficiência. Esse trabalho de Engenharia Biomédica, com linha de pesquisa em Engenharia Clínica e Gestão, tem como objetivo selecionar e avaliar indicadores que facilitem o controle interno de laboratórios e provoquem seu uso pelos tomadores de decisão e todos da Engenharia Clínica. O controle interno permite detectar desvios e realizar correções no desempenho das rotinas, prestando assim um serviço com confiabilidade nos resultados das pesquisas e laudo de testes e exames. A metodologia constou em selecionar um conjunto de indicadores a partir das rotinas utilizadas em laboratório clínico, por dispor de maior experiência e publicações na área de gestão. Este conjunto de indicadores foi aplicado em dois perfis de laboratórios: em um estrato, laboratórios que influenciam diretamente a saúde e em outro estrato, laboratórios que, o resultado de suas pesquisas possa alterar o meio ambiente e, dessa forma, impactar indiretamente a saúde humana. Sustentado em trabalhos da literatura especializada de autores conceituados, selecionou-se 30 indicadores contemplando uma Avaliação Prévia e as categorias de Indicadores de Liderança, de Responsabilidade Pública, de Planejamento Estratégico, de Operacionalização Estratégica e dos Grupos de Usuários. Os indicadores buscaram explorar a rotina das atividades e o envolvimento dos participantes e usuários na gestão de laboratórios universitários de Odontologia, Nutrição e Farmacologia (laboratórios com influência direta sobre a saúde) e laboratórios universitários de Veterinária, Agronomia e Zootecnia (laboratórios com influência indireta sobre a saúde). Para cada Indicador foram delineadas três opções de respostas que permitisse analisar a existência da prática, da rotina, sua intensidade e a visão do participante quanto à administração da unidade laboratorial. Os resultados foram analisados comparativa e proporcionalmente em três abordagens. Na primeira análise, cada opção de resposta de cada indicador foi comparada entre todos os laboratórios. Na segunda análise, cada opção de resposta de cada indicador foi comparada entre os dois estratos. E na terceira análise, foi comparado o percentual de cada opção entre todas as respostas. Estabelecido o limite de tolerância, pode-se identificar: os indicadores que atendem a expectativa, a qual estrato pertence e em que proporção. Da mesma forma pode-se identificar os indicadores com maior comprometimento na gestão e de quantos participantes espera-se o não atendimento do indicador. Com a metodologia proposta foi possível visualizar a realidade da unidade laboratorial, verificar a flexibilidade em estabelecer o limite de aceitação por prioridades e perceber que com o uso das ferramentas de gestão é possível, com pequenas intervenções, esperar grandes resultados.
Laboratory management has become essential due to health and enviroment concerns. Knowing all the processes and activities developed at the units and adopting good indicators to evaluate the performance, facilitates the internal control of the laboratories. The use of the indicators combined with management tools such as Total Quality Management, Process Redesign, ISO Standards, Lean Thinking and Error Management may provide a significant improvement at the efficiency. This Biomedical Engineering work, with Clinical Engineering and Management lines of research, aims at selecting and evaluating indicators that facilitate the internal control of the laboratories and induces its use by the decision makers and everyone in the Clinical Engineering. The internal control allows the detection of misapplications and corrections in the routine performance, thus providing a reliable work in the research results, tests and exams reports. The methodology consisted in selecting a set of indicators from the routines used in clinical laboratories because there is greater experience and publications at the management area. This set of indicators was applied to two laboratory profiles: laboratories that influence health directly and laboratories whose results of researches could affect the enviroment and, this way, impact indirectly on human heatlh. Sustained by works of the specialized literature by credible authors, 30 indicators were selected contemplating a Previous Evaluation and the categories of Leading Indicators, Public Responsability, Strategic Planning, Strategic Operationalization and User Group. The indicators tried to explore the activities routine and the involvement of the participants and users in the management of the Odontology, Nutrition and Pharmacology university laboratories (with a direct influence over health) and Veterinary, Agronomy and Zootechny university laboratories (with an indirect influence over health). To each indicator it was outlined three options of answers that allowed the analyses of the existence of the routine practice, its intensity and the participants’ vision concerning the management of the laboratory unit. The results were analyzed comparatively and proportionally into three approaches. In the first analysis, each answer option of each indicator was compared among all laboratories. In the second analysis, each answer option of each indicator was compared between the two strata. In the third analysis it was compared the percentage of each strata between all the answers. Being established the tolerance limit, it can be identified: the indicators that meet the expectations, to which strata it belongs and in what proportion. The indicator with major commitment in management and from how many participants no care of the indicator is expected can also be identified. With the proposed methodology it was possible to visualize the reality of the laboratory unit, verify the flexibility of establishing the limit of priorities acceptance and realize that with the use of the management tools it is possible to expect great results with small interventions.

Quality management of higher education is a vital concern today. The purpose of this study was to examine education quality management practices of Ethiopian public universities and to investigate a relationship between three dependent variables (planning for quality education, implementation of plans and performance improvement) and five independent variables (identification of quality education, considering customers’ needs, performance tracking, education quality management strategies and taking actions). Both quantitative and qualitative data were collected by means of questionnaires and interviews. Respondents of the questionnaire items were 170 education managers and student union representatives. In addition, ten senior instructors and ten senior students were interviewed. The responses obtained using questionnaires were analysed using frequencies, percentages, means, modes, chi-square tests and Spearman’s correlation. Responses obtained using open ended items on the questionnaires and interview responses were analysed qualitatively using themes of issues most frequently obtained. This study showed that: in most Ethiopian public universities the educational quality planning process is not participatory. There is a gap in using their plans in guiding their day to day activities. Most universities do not regularly collect data on satisfaction levels of their customers. Educational process changes are not tested on small scale before a wide spread application. It also showed that there is a strong positive relationship between performance improvement and the four independent variables namely: considering customers’ needs, performance tracking, teaching methodologies and taking actions in Ethiopian public universities. Consequently, recommendations have been given so as to improve education quality management practices of Ethiopian public universities. This study hopefully contributes a lot for performance improvement of similar higher education system.
Educational Leadership and Management
D. Ed. (Education Management)

This study investigated the current practices of quality assurance systems in Ethiopia at national and institutional levels in the light of government’s intended policies and the policies that are being implemented in HEIs. In addition, the study intended to compare the practices of public and private HEIs. It focused on quality assurance in degree-granting public and accredited private higher education institutionsin Ethiopia. For this study, I employed a mixed approach (qualitative as a main and quantitative as a subsidiary approach), combining a comparative case study and a survey to investigate the practices of QA systems in HEIs. Data was gathered from the National QA agency, degree-granting public universities, and accredited private university colleges. In addition, HERQA experts, academic vice presidents, QA directors, research and publication directors, college deans, internal quality reviewers and senior academic staff were involved in the study. Semi-structured interviews with key informants, documentary evidence, and a survey questionnaire form the main evidence base. Content analysis and descriptive statistics were used to analyze the qualitative and quantitative data respectively. Although the study found structured QA processes at national and institutional levels, these were very recent in public HEIs, whereas and a quality culture had been developed in private HEIs. Self-evaluation and external quality audits are common methodologies used by both private and public HEIs. In addition, accreditation is another QA mechanism used by national quality assurance agencies to accredit private HEIs. This study confirmed that there was no QA policy at national and institutional levels to direct QA activities at all levels. This had a negative impact on the effective implementation of the system. Standards could be useful because they provide an institution with a clear idea of an ‘ideal’ end point, something towards which to strive. HEIs should develop their own quality principles and quality indicators for each key area of quality; however, the quality managers of both private and public HEIs did not understand the meaning of quality standards or quality indicators. There was a significant difference between public and private HEIs in the implementation of internal QA systems and their commitment to implementing them. Private HEIs’ top managers were more committed than those of public HEIs. The impact of QA systems on core activities of the institutions also varied from private and public HEIs.
Educational Studies
D. Ed. (Comparative Education)

The purpose of the study is to explore the current policy and practice of the national and institutional QA system in public HEIs in Ethiopia in order to determine how the quality of teaching and learning might have been enhanced through the QA system. Two organisational theories – contingency and neo-institutional theory – provide a theoretical lens to explain how internal and external organisational environments affect the implementation of QA in the HEIs. The mixed-methods research approach was used in the study, including document analysis, semi-structured interviews and questionnaires. Three public universities were chosen as data source. At macro level, the HERQA was also included to examine the effect of the institutional environments on internal quality assurance practices. The findings revealed that there is little evidence of self-initiated quality enhancement activities in the public HEIs. They do not have adequate structures, systems, and written policies to assure quality. The quality assurance efforts were implemented without a clear sense of direction and purposes and therefore lacked effective coordination. The self-evaluations were symbolically took place at the higher levels of the universities and that the results of the evaluations were rarely used in a structured way in improvement of teaching-learning, faculty decision-making and planning processes. It is far from clear that whether the internal quality assurance contributed to the teaching and learning or transformed the student learning experience. It can be concluded that the HERQA’s quality assurance policy and practices seems to be de-coupled from internal initiatives to improve quality in the higher education institutions. It is recommended that HEIs should develop QA policy, mobilise resources for institutional quality improvement, establish full-fledged QA structures at all levels, and furnish the structures with necessary human resources. The HEIs should initiate and undertake effective self-assessment of their activities, own it and work towards achieving their own stated objectives. It is important that the HERQA should develop accreditation procedures, particularly at programme level, for the public HEIs. The HERQA should consider playing more active roles in communicating with HEIs regularly about QA; pay more attention to a follow-up of the audits, the punctual development and delivery of the SEDs. The HERQA should be more independent, have more autonomy and sufficient resources to become a viable professional agency informing the HE sector on the quality of its performance.
Educational Management and Leadership
D. Ed. (Education Management)

This study serves two major purposes. First, it explores and validates attributes, dimensions and constructs that can be used to measure service quality in Ethiopian public higher education (EPHE) context. Second, it examines the interplay among the major service quality constructs and student related variables in search of a comprehensive theoretical framework for HE service quality. The study started its investigation by formulating a set of research questions that explore attributes, dimensions and constructs essential to measure service quality (RQ1), test for the measurement model fit (RQ2), examine the relationships or associations among the four service constructs and characteristics of students (RQ3), test for the structural model fit (RQ4), determine the causal relations among the variables in the structural model (RQs4.1 - 4.7), and assess service quality performances of EPHE institutions (RQ5). A mixed methods study with the qual-QUAN exploratory sequential design was employed to empirically answer the research questions. Fifteen interviewees took part in the qualitative phase. The interviews were analysed employing thematic analysis and narration of verbatim accounts. Three levels of themes that represent attributes, dimensions and constructs of service quality were identified and used to develop a questionnaire designed to measure service quality more objectively. The questionnaire was piloted at a pilot site involving 460 undergraduate students and its psychometric properties were determined. The main study was carried out in three universities selected from a target population of seven first generation public universities employing lottery sampling method. Concurrently, four programmes were chosen from a target population of 27 commonly offered programmes in the three sample universities employing systematic random sampling. Considering different batches and the four programmes as strata, 1412 undergraduate students were included in the main study using proportionate stratified random sampling technique. Descriptive and inferential statistics including factor analysis and structural equation modelling (SEM) were employed to address the research questions. The results from the qualitative and quantitative phases show that service quality can be measured by four constructs, of which three are multi-dimensional and one is a single dimensional construct. The four factor measurement model fit analysis resulted in an acceptable fit indices (i.e., CMIN/DF = 4.398, GFI = .915, CFI = .951, RMSEA = .049 and PCLOSE =.743) after some re-specifications and confirmed the structural validity of the instrument. Mixed results were obtained with regard to the correlations/associations between student characteristics and service quality constructs. After some re-specification, a structural model for the four service quality constructs and nine student related variables were identified with an acceptable fit indices (CMIN/DF=3.856, GFI=.901, CFI =.934 and RMSEA=.045, p=1.000). The path analyses also revealed that loyalty is a latent construct with 62% of its varaince predicted by the joint effects of percieved service quality, satisfaction and perceived gain. Each of these predicator latent constructs are also explained by some other control varaibles and latent constructs that have a predictive power ranging from 12% to 60%. Students perceived the current status of service quality in EPHE institutions as daunting in all constructs of service quality except perceived gain. Finally, conclusions pertinent to the measurement instrument and understanding of HE service queality are drawn, and recommendations that have theoretical and practical implications are forwarded.
Educational Leadership and Management
D. Ed. (Education Management)

The study identifies how different stakeholders perceive service quality improvement initiatives in public higher education institutions in Ethiopia. For this purpose, a mixed research methodology was employed. Furthermore, secondary data were collected from a variety of literature and primary data were collected from academic staff and final year students at public higher education institutions using the SERVQUAL scale and through focus group interviews. The collected data were analysed using both descriptive and inferential statistics. The research findings indicated that all dimensions of the service quality improvement initiatives were perceived by academic staff and studentsto be verypoor. The reasons for these poor or low perceptions were: the high expectationsof the stakeholders, the government’s intention to expand, lack of adequate knowledge regarding the implementation of the BPR process, the lack of motivation by service providers, poor management and the lack of good governance by the universities, inexperienced workers, non-empowered and task specific frontline employees, the low quality of the infrastructure, non-value adding hierarchical structures and approval systems, ethical problems with some service providers, the high staff turnoverand the lack of experienced staff. In addition, at all new universities, construction is underway and as a result,there are problems such as the poor state of the dormitories, classes,bathrooms, recreation areas, lounges, TV rooms, sport fields and internet connectivity, while the libraries are not well stocked with books and periodicals either. This study has recommended that the institutions should have standardised instruments that can be used to measure the status of service quality improvement and deliveryperiodically and to identify the areas that have the highest perceived performance gap scores in order to redeploy some of the resources. It also needs to be pointed out that the service providers lack sufficient knowledge and skillsconcerning the implementation of BPR, thus training is recommended in this regard.It is further recommended that for effective implementation of the BPR process, the importance of the provision of different guiding documents, continuous monitoring of activities and top management support should be kept in mind.
Educational Leadership and Management
D. Ed. (Educational Management)

The primary purpose of this study was to develop an industry-specific total quality service framework (as a potential basis for an established total quality service model) for private higher education institutions in South Africa. The framework (as a tool) will contribute to the need to manage service quality of these institutions on a holistic and strategic basis. Service quality is a challenge for any enterprise, especially for those in the service industry. It is of particular concern for private higher education institutions and one of their key challenges due to the increasingly competitive, marketing-oriented and highly regulated environment. In this environment, these institutions have to function, survive and compete, not only with one another, but also with public institutions of higher education. Competition is on the increase, and private higher education institutions need to find new ways to compete if they wish to survive in this dynamic service industry environment. The offering of excellent service quality could add to the long-term sustainability of private institutions and it could therefore also be the differentiating factor for success. The literature review for this study suggested that service quality can only be improved by identifying industry-specific service quality dimensions as a basis for the development of industry-specific frameworks and models. Using a mixed methods research approach (exploratory sequential mixed methods research design), this research was conducted on six private higher education institutes with 13 sites of delivery. Stage 1 of the study consisted of the qualitative exploration of total quality service dimensions from a top management perspective by means of semi-structured in-depth interviews following a conversational mode. A thematic analysis approach was applied during the data analysis. The validity and reliability of the data were tested via different strategies of trustworthiness. The instrument development stage was added as an intermediate stage of the research study. The developed instrument was informed and complemented by literature as well as the qualitative findings. Stage 2 of the research study consisted of the quantitative exploration of the importance of total quality service dimensions from the perspective of the internal (lecturers) and external (students) customers. The questionnaire was distributed via e-mail to all specified students and lecturers of selected private higher education institutions in the sampling frame. Data analysis included an exploratory factor analysis approach, which was followed by a confirmatory factor analysis. A conceptual measurement model was presented consisting of five 26 dimensions (variables) represented by five primary constructs. Both the internal and composite reliability scores were strong and the confirmatory factor analysis yielded a model with good fit. The modified conceptual model demonstrated evidence of unidimensionality and construct validity. The final step in the data analysis process represented thematic analysis of responses to the only open-ended question in the questionnaire, which yielded additional service quality dimensions. The application of the exploratory sequential mixed methods research design thus culminated in the final total quality service framework, which consists of selected top management perspectives (qualitative stage), the conceptual measurement model (quantitative stage) and the additional service quality dimensions identified from the open-ended question analysis. The current study was a pioneering effort that bridged a significant gap with the development of the first total quality service framework for private higher education institutions in South Africa. The framework provides the first building blocks towards a comprehensive total quality service model for measuring, managing and continuous improvement of total quality service in private higher education in South Africa.
Business Management
Ph. D. (Management Studies)

The accounting higher education sector is becoming increasing competitive, with institutions jostling for position in the eyes of prospective students. Without adequate attention to the quality of education provided, little headway will be possible, and the institution will have to settle for second, or even third, place in the student's mind. Institutions cannot rely on past successes to attract top students, and a new approach is needed. This research presents a possible answer to the quality problem faced at the University of Kwazulu-Natal (Pietermaritzburg campus) in the School of Accounting. It involves the use of SERVQUAL to measure students' satisfaction levels with the quality of service and education received. The approach involves gathering students' perceptions, analyzing them, and making suggestions about the correct path to follow in a bid to enhance the institution's standing in the accounting community.
Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

Using the University of Durban-Westville as an illustrative case study, the study examines quality assurance policies and their implementation in the South African higher education system. The scope of the study covers a wide-ranging analysis of discourses underpinning quality assurance and a focused analysis of institutional policies. As one of its central aims, the dissertation investigates the tension between quality assurance as it is conventionally understood and quality assurance conceived as continuous organizational improvement based on the principles of total quality management. The study has two fairly distinct dimensions: a literature survey focusing on global trends and practices, and an empirical investigation focusing on the University of Durban-Westville. The literature study looks global systems, trends and practices, and provides a suitable point of departure for a contextual analysis of quality management in the South African higher education system. Relying on a questionnaire and semi-structured interviews as research instruments, the study's empirical component investigates the attitudes and perceptions of academic managers at UDW towards national and institutional quality assurance policies and mechanisms. The study's findings all point to a preference for a decentralised system of quality management with the government playing a peripheral monitoring role rather than a central policing role . This study also demonstrates that the distinction between academic development and quality assurance is a spurious one and should only be made for analytical purposes.
Educational Studies
M.Ed. (Educational Management)

D.Phil. (Engineering Management)
Process improvement is essential for an organisation to remain competitive in the global market. Regardless of the type of products or service being rendered, such improvement is essential for remaining profitable and staying at the top of one’s industry market. The Lean Six Sigma (LSS) methodology is a preferred methodology for continuously improving business processes, thereby improving profitability and increasing market share. Higher education institutions are increasingly being placed under pressure to improve throughput and to ensure that that their institutions are sustainable. This focus on higher education inefficiencies has resulted in institutions looking for new ways to improve processes which will lead to increases in throughput. In this study, a LSS framework has been developed and applied for improving engineering education processes...

The globalisation of the world economy and world markets has had far reaching effects on national economies as governments try to allocate funding to potentially profitable market areas. Rapid technological change has accompanied the expansion and diversification of the higher education market in an environment of global competitiveness, as universities try to claim their market share. Universities now view themselves as businesses, with strong implications for university staff, who are subject to new forms of organisational controls which emphasise the importance of corporate goals.
Thesis (PhD)--University of South Australia, 2000

Submitted in partial fulfillment of the requirements for the Master of Management Sciences in Administration and Information Management, Durban University of Technology, Durban, South Africa, 2017.
This dissertation evaluates the quality of administrative practices in three selected Technical and Vocational Education and Training (TVET) colleges in KwaZulu-Natal, situated in the Durban area. TVET Colleges, formerly known as Further Education and Training (FET) colleges in South Africa, have undergone numerous changes since 1994. The South African government has recognized the sharp increase in unemployment, particularly among the youth of the country. There is a dearth of trained employees possessing a certain skills set required in the South African vocational industry and the government has identified TVET colleges as the panacea to address this skills shortage. Student satisfaction is important in higher education as it influences effective learning. This study adopted a mixed methods approach involving a set of questionnaires administered to students. Semi-structured interviews were conducted with administrative clerks and administrative managers. A stratified sampling technique was used when collecting data from staff and a convenience sample was applied when collecting data from students. A SERVQUAL theoretical framework was employed in this study; this model explains the students’ perceptions and expectations in evaluation of administrative practices which have been used to measure service quality in an administrative service context. The result of the research indicated great importance for all TVET colleges to implement an appropriate set of processes for the administrative practices and to continuously review and refine the application system (COLTECH) being used to capture academic information for students, and the lack of support to the administrative clerks in dealing with all students’ enquiries expeditiously. Following an in-depth analysis of the results, this study recommends more consultation with students regarding administrative practices; flexibility in accessing academic information on time; a high level of communication in any enquiries; and proper monitoring of the application system (COLTECH). Administrative clerks should be authorised to rectify errors as soon as possible; continuous training; workshops and the COLTECH application system should be continuously upgraded.
M

Delivering education through open and distance learning (ODL) mode imposes upon ODL institutions a responsibility to provide support services deemed adequate to address students’ expectations and learning needs. Student support services are a vital part of academic success in distance learning environments because of the nature of distance education. Therefore, it is critical to provide student support services whose quality levels are acceptable to those who use them. Quality and its measurements are a contentious issue in higher education and distance education. Efforts to help service quality researchers in distance education understand service quality and its evaluation have come from marketing researchers. Among different approaches of service quality assessment is the SERVQUAL model. This study explored and examined the quality of students’ support services in distance learning environments from students’ perspective, using a modified SERVQUAL model. The objectives of the study were to examine students’ expectations and perceptions of the quality of support services; analyse the gaps between expectations and perceptions; develop and validate a service quality model and a scale to evaluate the quality of distance education students’ support services. A sequential mixed methods design was used to collect and analyse the data. Data were collected in two phases. The first phase involved collecting data qualitatively. The qualitative data were used to develop a context specific service quality model and a scale. The model and the scale were validated in the second (quantitative) phase of the study. The results of the study showed that the students’ expectations exceeded the perceived performance levels of the student support services. The largest gaps related to feedback, study material delivery and spaces for quiet learning. The study also found that distance education student support services can be measured by four service quality dimensions, namely: tangibles, reliability, delivery and assurance.
Curriculum and Instructional Studies
D. Ed. (Curriculum Studies)

Total Quality Management, (TQM), is an internationally recognized system of improving quality in industry. Globally, academic institutions have also adopted the principles of TQM systems to enhance the quality of their operations. The main aim of this study was to determine whether a TQM system can be implemented at faculty level in a University and what resources would make it sustainable. Research data was obtained by surveying staff and students at the University of KwaZulu-Natal, (UKZN). A probability sample of 330, from a population size of 2500, was drawn from the Faculty of Engineering at UKZN. Qualitative and quantitative data from questionnaires and phenomenological interviews was collected for analysis to meet the studies objectives. A salient feature of the study was that all candidates surveyed believed that a TQM system was needed for the Faculty of Engineering at UKZN. The study also showed that staff and students believed that a TQM system would lead to improved quality, standards, operational efficiency, image and reputation for the Faculty of Engineering. The overall results revealed that a University faculty‟s operations would benefit from improved quality. A TQM system would be the most appropriate method of achieving improved quality across the board. The study led to the development of a TQM system framework and model that would benefit operations in a University faculty. The study can assist other University faculties that want to improve their operations, across the board, by using a TQM system.
Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

Quality assurance forms an integral part of education and training programme delivery. The purpose of this research was to determine whether the quality management systems (QMS) used by nursing education institutions in Gauteng are aligned to the SAQA criteria and guidelines for education and training providers. A quantitative, descriptive and exploratory design was followed using a self-administered questionnaire as data gathering instrument. A total of 32 respondents from three selected nursing education institutions completed the questionnaire. The data were analysed by using the Statistical Package for Social Sciences (SPSS) program. The findings revealed that the nursing education institutions only partially comply with SAQA’s core criteria for quality management systems. Recommendations to improve the current QMS were made.
Health Studies
M.A. (Health Studies)

Quality assurance has been a vexed and troubled journey for private providers in South Africa in a complex and burdensome educational environment. It is well recognised that private providers are significant role-players in the provision of education and training in South Africa and the stated intention is to create a more enabling regulatory framework The focus of this thesis is on the private providers at the post-school level. The quality assurance regime was examined and contextualised to analyse what is required, and to determine how the private provider is impacted by the regulatory requirements for the establishment and operation of a private tuition provider in South Africa. The experience of private providers, CEOs of professional bodies, ETQA managers and ETD practitioners was investigated using a mixed methods research approach. The conclusion is a call for a far more streamlined system with a centralised oversight body, greater stakeholder consultation, less political interference and a deeper appreciation for the contribution that private providers make to the education of learners in South Africa.
Educational Leadership and Management
D. Ed. (Education Management)

Submitted in fulfillment of the requirements of the Master of Technology Degree in Information Technology, Durban University of Technology, Durban, South Africa, 2014.
The implementation of Microsoft (MS) technologies and solutions as organisational infrastructure within the higher education arena has become a popular choice both internationally and within South Africa. With benefits such as reduced costs, improved productivity and improved service delivery to both staff and students, MS technologies and solutions seem to be the preferred choice for many institutions worldwide. The Durban University of Technology (DUT) was the first university of technology in South Africa to implement all nine MS technologies simultaneously. Since migration to the MS platform in 2009, DUT staff have raised concerns regarding the new solutions, particularly with reference to aspects such as security, accessibility, and reluctance to use self-help tools to improve their IT experience. Migrating from a non-integrated system to an integrated MS platform thus resulted in IT service delivery becoming a contentious issue. . This study discussed: the quality of IT service delivery regarding the MS infrastructure within the DUT; the types of MS technologies and solutions implemented; the resulting impact that these have had on the full time administrative and academic staff at the DUT; and their perceptions and expectations of IT service delivery. Using a mixed methods research approach and underpinned by the modified SERVQUAL framework viz. RATER, the quality of this service was investigated. This study yielded both positive and negative findings regarding expectations and perceptions of the quality of IT services. Results indicated that although staff were generally positive about the migration and satisfied with the resulting IT service delivery, there was room for improvement in terms of the quality of IT services offered by DUT’s Information Technology Support Services Department. Based on the findings, recommendations for improved IT service delivery (ITSD) and IT service management (ITSM) were proposed. It was also recommended that the framework deemed most suitable in the MS dominant IT infrastructure, is the MS Operations framework.