CONCEPTION OF A FRAMEWORK FOR CONTINUOUS IMPROVEMENT OF STUDENT SERVICES BASED ON ANALYTIC HIERARCHY PROCESS MODEL

Mihai - Ioan COSTA, Maria Elena BOATCĂ, Bosco LOPEZ LANDA, Ionel LUNGU, Matei TAMASILA

Abstract


Support services for students became a prominent component of academic marketing in the past decade. The quality and diversity of these services have a major influence on student’s perception regarding the university and enhance reports of positive experiences when the perceived quality of these services is good. Thus, universities need to consider implementation of a total quality management system to enable continuous improvement of support services for students. The paper focuses on the proposal of a framework for continuous improvement of support services based on the principles of analytic hierarchy process (AHP) model. At theoretical level, the main contribution of the paper is the bibliometric analysis performed using VOS Viewer software. The study possibilities provided by the proposed framework demonstrate originality of the approach. Nonetheless, the proposed framework opens the path for a stringent need of universities to improve the management of support services for students with the major objective of obtaining improved rankings at national and international levels and strong reputation in the academic world.

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References


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