Konferensartikel

Impact of Quality of Service Delivery in Business Education

Asma Asrar Qureshi
International Islamic University, Islamabad, Pakistan

Usman Mahmood
Center for Advanced Studies in Engineering, Islamabad, Pakistan

Ladda ner artikelhttp://www.ep.liu.se/ecp_article/index.en.aspx?issue=033;article=010

Ingår i: 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Linköping Electronic Conference Proceedings 33:10, s. 117-125

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Publicerad: 2008-12-09

ISBN:

ISSN: 1650-3686 (tryckt), 1650-3740 (online)

Abstract

Purpose: Quality of Service (QoS) is a not new word now and it has become more of a necessity than a choice. If organizations want to have competitive edge in the industry they need to introduce quality based practices. With the increasing focus on the quality measures in all sectors; it is also the need of education sector for applying service quality concepts to business education.

Design/Methodology/Approach: In this paper certain quality indicators are identified for the business schools of Pakistan by conducting a comparative study between public and private sector business schools. The purpose of this study is to incorporate quality indicators and measuring QoS delivery; as a result of that business schools may be able to create benchmarks of quality to be used in other schools to sustain quality education.

Findings: Currently in Pakistan; there are few business schools which are providing quality in the limited context of teaching only; and have not been able to effectively focus on Quality of Service delivery to the external customers that is students. A preliminary model for Quality of education is designed and later on a comparative study between the public and private business schools of Pakistan is conducted.

Value: There is a lot of emphasis on class quality; that is; Quality of Education (QoE) where as process quality is equally important but ignored in Developing Countries (DCs) like Pakistan. The paper attempts to create an awareness of having a tradeoff between QoS delivery and QoE by maintaining the impact of QoE as opposed to quality of teaching in determining the overall quality of organization.

Nyckelord

Business Education; Business Schools; Quality of Service; Quality Indicators

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