Evaluation of the factors that determine quality in higher education: an empirical study

Abstract

Purpose: The aim of this paper is to identify the quality determinants for education services provided by higher education institutions (HEIs) in Greece and to measure their relative importance from the students' points of view. Design/mthodology/approach: A multi‐criteria decision‐making methodology was used for assessing the relative importance of quality determinants that affect student satisfaction. More specifically, the analytical hierarchical process (AHP) was used in order to measure the relative weight of each quality factor. Findings: The relative weights of the factors that contribute to the quality of educational services as it is perceived by students was measured. Research limitations/implications: The research is based on the questionnaire of the Hellenic Quality Assurance Agency for Higher Education. This implies that the measured weights are related mainly to questions posed in this questionnaire. However, the applied method (AHP) can be used to assess different quality determinants. Practical implications: The outcome of this study can be used in order to quantify internal quality assessment of HEIs. More specifically, the outcome can be directly used by HEIs for assessing quality as perceived by students. Originality/value: The paper attempts to develop insights into comparative evaluations of quality determinants as they are perceived by students.