Studijų kokybės vertinimo sistemos kūrimas pagal SERVQUAL metodiką
LTVilniaus kolegijoje, Elektronikos ir informatikos fakultete, Informacinių sistemų katedroje kasmet vykdomas baigiamųjų darbų rengimo procesas. Šis procesas yra aktualus ir sudėtingas tiek studentams, tiek dėstytojams. Analizuojant studentų studijų nutraukimo priežastis, labai išryškėja kritiniai momentai, kai studijos nutraukiamos dažniausiai, t.y. per pirmą semestrą, kuomet dėl įvairių priežasčių nesėkmingai pradedamos studijos, kitas kritinis taškas, kai rengiamas baigiamasis darbas ir dėl įvairių priežasčių nepavyksta sėkmingai jį parengti ar apsiginti. Drąsiai galima teigti, kad šiuo atveju studentai yra mokymo paslaugos gavėjai. Nagrinėjant studentų nesėkmių priežastis, siūloma taikyti studijų kokybės vertinimo sistemą pagal SERVQUAL metodiką, nustatant atotrūkį tarp studentų lūkesčių ir švietimo teikiamų paslaugų suvokimo. Atsižvelgiant į gautus rezultatus, studijų proceso organizatoriai gali pagerinti paslaugų kokybę ir patenkinti studentų poreikius. Manoma, kad autorių pasiūlymai gali pagerinti kolegijos diplomantų baigiamųjų darbų rengimo procesą ir pasirengimą darbo rinkai.
ENIn Vilnius College, Faculty of Information Technologies, the Department of Information Systems, every year is going a highly relevant process - the final work is being carried out. This process is very relevant and complicated for students and for teachers. It’s safe to say that students in these cases are recipients of training services. The organizers of the study process can improve the quality of services and meet the needs of students determining the gap between students’ expectations and perceptions of educational services. The field of higher education, like many services, seeks to measure the quality of its services. The most commonly used service quality measurement technique is the SERVQUAL model. Based on customer expectations and evaluated results, the SERVQUAL methodology identifies gaps, which, if eliminated, can improve the service delivery process. This methodology is still a valuable tool for measuring service quality. Methodology SERVQUAL consists of two steps. Step 1. Respondents (college students) are encouraged to answer questions and express their expectations for the implementation of an ideal graduation thesis. Questions depend only on the specific field of academic activity - the graduation thesis. At this step there are no references to a particular specialty or a specific department. To determine the best service, respondents are asked to answer questions using the score system. This approach allows for a comparative approach. Quantitative expectations will be expressed as the average of the points obtained. Step 2. Respondents are asked to evaluate the quality of the services of some particular department lecturers in answering the same questions and applying the same assessment scale. A person’s perception of a particular person, depending on the services provided to him, will also be scored.The research questionnaire consists of 3 parts: the first part presents the demographic characteristics of the first cycle undergraduate students such as age, gender and average score. In the second part, the SERVQUAL methodology questionnaire was used to assess students’ expectations and the quality of service. This questionnaire included 25 questions, covering five outline of service quality assessment. The SERVQUAL scale was prepared by Parasuraman, et al. In addition, a 9-point Likert-type scale has been used, ranging from very unbalanced (1) to strongly agree (9). To get acquainted with the expectations of the students of the first-stage college and the perception of the quality of the service of a higher education institution, it is planned to survey over 50 students of the Information Systems and E-Business Technology specialty who are to complete the final thesis. Then, in the third part of the study, the respondents had to ask the weights (totaling 100 points) for all the groups of questions, ranking individual groups. It is believed that authors ‘suggestions can improve college students’ readiness for the job market and facilitate the work of lecturers.
