1. Dimensions of Quality in Education
Sultan Qaboos University
College of Education
ILT Department
Dimensions of Quality in Education
Page 24-30
Dr. Abdelrahman Mohamed Elhaj
Spring 2014

2. Dimensions of Quality in Education
Why quality assurance is important in higher education?
The most commonly grouped dimensions of quality are (Owlia and Aspinwall, 1996):
product,
software and
Service.

3. Garvin (1987) proposed 8 dimensions for product quality
Product Quality Dimensions
Garvin (1987) proposed 8 dimensions for product quality
1. Performance
4. Conformance
2. Features
5. Durability
3. Reliability
6. Serviceability

4. Product quality dimensions of education
1. Performance
Refers to the abilities expected of students.
(primary knowledge/skills)
2. Features
Refers to the flexibility of the offering courses.
(secondary/ supplementary knowledge/skills)
3. Reliability
To what extent the knowledge/skills learned is correct, accurate and up-to-date.

5. Product quality dimensions of education
4. Conformance
The degree to which an institutional programs/course meets established standards, plan and promises.
5. Durability
It refers to the depth of learning.
6. Serviceability
How well an institution handles customers’ complains?

6. Garvin (1987) proposed 9 dimensions for software quality
Software Quality Dimensions
Garvin (1987) proposed 9 dimensions for software quality
1. Correctness
2. Reliability
6. Maintainability
3. Efficiency
7. Testability
4. Integrity
8. Expandability
5. Usability
9. Reusability

7. Software quality dimensions of education
Correctness
The extent to which program/course complies with the specified requirements. Example
2. Reliability
The degree to which knowledge/skills learned is correct, accurate and up-to-date.
3. Efficiency
To what extent the knowledge/skills learned is applicable to the future career of graduates.

8. Software quality dimensions of education
4. Integrity
The extent to which personal information is secure from unauthorized access.
5. Usability
The ease of learning and the degree of communicativeness in the classroom.
6. Maintainability
How well an institution handles customers’ complaints?

9. Software quality dimensions of education
7. Testability
How fair examinations represent a subject of study?.
8. Expandability
It refers to flexibility of the material.
9. Reusability
The degree to which knowledge/skills learned is applicable to other fields.

10. Service Quality Dimensions
Parasuraman (1985) identified 10 dimensions of service quality in education these are:
6. Credibility
1. Tangibles
7. Communication
2. Reliability
8. Courtesy
3. Responsiveness
9. Competence
4. Access
5. Understanding
10. Security

11. Service quality dimensions of education
Reliability
The degree to which education is correct, accurate and up-to-date
2. Responsiveness
Willingness and readiness of staff to help students.
3. Competence
The theoretical and practical knowledge of staff as well as other presentation skills.

12. Service quality dimensions of education
4. Access
The extent to which staff are available for guidance and advice.
5. Courtesy
Emotive and positive attitudes towards students.
6. Communication
How well lecturers and students communicate in the classroom?

13. Service quality dimensions of education
7. Credibility
The degree of trustworthy of the institution.
8. Security
Confidentiality of information.
9. Understanding the customer
Understanding students and their needs.
10. Tangibles
State, sufficiency and availability of equipment and facilities.

14. A conceptual framework
Based on the three dimensions in education Owlia and Aspinwall (1996) present a conceptual framework to represent quality dimensions in education:

16. System view of quality
Higher education institutes have an input sub-system, a transformation sub-system and an output sub-system.

17. (group work for class discussion)
Reflective exercise
Identify at least 5 important characteristics of quality in education according to your view and explain why you consider these to be important.
(group work for class discussion)