Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco
Journal Title: International Journal of Information Technology and Applied Sciences (IJITAS) - Year 2021, Vol 3, Issue 2
Abstract
In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction. First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.
Authors and Affiliations
MOHAMED ESSAOUDI RAJA LOTFI
Keywords
Related Articles
- EP ID EP694274
- DOI https://doi.org/10.52502/ijitas.v3i2.23
- Views 235
- Downloads 0
A simple formalism Artificial intelligence-based to represent knowledge in a multi-agent planning context
At the start of the simulation, the agent knows nothing about how the dynamics of interaction with the environment unfold, or what causes his sensations. He does not distinguish obstacles from free paths, and he does not...
The mechanism of influence of neurotechnologies on the formation of the sixth technological order in the economy and society
the subject of this work is the study of the mechanism of the effect of "neurotech" technologies on the formation of the sixth technological order in engineering; the object of the article is dedicated to the sixth techn...
Strategic Information Systems and Artificial Intelligence in Business
Information systems are defined as systems that consist of a group of people, data records, and some manual and non-manual operations. These systems generally handle data and information related to each system, and it ca...
Development of a franchise and rating in the formation of programs for the development of higher project education
The subject of the article is the development of franchises and ratings as information technologies used in the development of higher project education; the object of the article is higher project education in the condit...
Localized Farmer’s Information Dissemination System in Nigeria Using Mobile Networks
Agricultural science performs a substantial function in monetary and societal growth in nearly all developing nations. Data on satisfactory excellence is an indispensable criterion for the development of all fields of fa...