Μέτρηση αντιλήψεων & προσδοκιών εκπαιδευτικών δευτεροβάθμιας εκπαίδευσης για την ποιότητα των παρεχόμενων προς αυτούς υπηρεσιών στην εκπαίδευση με τη χρήση του μοντέλου EDUSERV

Λιτσεσελίδης, Θεόδωρος

Measuring secondary school educators’ perceptions and expectations of the service quality offered to them in education using the EDUSERV model

Master Thesis

Author

Λιτσεσελίδης, Θεόδωρος

Date

2022-02

Abstract

The main aim of this paper is to examine Greek educators’ perceptions and expectations of the service quality offered to them in secondary schools. This study utilizes, for the first time in Greece, the EDUSERV model for measuring service quality - based on a modification of the reliable and credible SERVQUAL model – in order to explore perceptions and expectations of secondary school educators regarding the level of service quality offered to them. To serve the purpose of this research, an online questionnaire consisting of 23 statements to measure educators’ perceptions and expectations - based on the five (5) quality dimensions that constitute the EDUSERV model - was developed. This questionnaire was then distributed to educators employed in Secondary Schools in the Prefecture of Western Macedonia. Descriptive statistics were used to analyze the data collected from the educators’ responses, while the respective validity and reliability tests were performed using the KMO-Test and the Cronbach’s-a coefficient. In addition, the EDUSERV model was utilized to determine the quality gaps between educators’ expectations and perception for each of the five (5) quality dimensions described in the model. Regression analysis was used to determine possible correlations between the total satisfaction of educators from the service quality provided by secondary school units and each of the quality dimensions of the EDUSERV model. The results indicated that educators’ perceptions of the service quality offered to them by school units fell short of their initial expectations in all five (5) quality dimensions of the model, highlighting the specific quality areas in which secondary schools should focus their efforts in order to improve the level of the service quality delivered to secondary school educators.

Postgraduate Studies Programme

Οικονομική της Εκπαίδευσης και Διαχείριση Εκπαιδευτικών Μονάδων

Department

Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής Επιστήμης

Number of pages

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/14155
http://dx.doi.org/10.26267/unipi_dione/1578

Collections

Τμήμα Οικονομικής Επιστήμης

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Except where otherwise noted, this item's license is described as
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα