Administrative personnel supporting post graduate programs of study and servant leadership effect on post graduate students' satisfaction
Servant leadership. Η ικανοποίηση των μεταπτυχιακών φοιτητών από τη διοικητική υποστήριξη των μεταπτυχιακών προγραμμάτων
View/
Keywords
Leadership ; Servant leadership ; Servant leadership attributes ; Administrative personnel ; Job satisfaction ; Student satisfaction ; SERVQUAL ; Ηγεσία ; Χαρακτηριστικά servant leadership ; Διοικητικό προσωπικό ; Ικανοποίηση από την εργασία ; Ικανοποίηση φοιτητώνAbstract
Leadership encompasses various theories and styles, with differences that affect
the way it is exercised, which alongside with how goals are achieved, are considered of
paramount importance. Differences between managers and leaders allowed for a
comprehensive understanding of a leader’s role and dynamics, thus, enabling us to
understand the variances that compose democratic, autocratic, transactional,
transformational and servant leadership. In terms of student satisfaction, the customer’
approach was employed, indicating the factors perceived as significant in the university
context.
For the purpose of this study, servant leadership was investigated as an outcome
of student satisfaction from services received from the Secretariat, when managers
applied this type of leadership on administrative personnel. A mixed method approach
was employed to examine student satisfaction from the services received by the
Secretariat when managers exercised servant leadership’ practices on administrative
personnel.
The sample size of students responding to SERVQUAL questionnaire,
regarding expected and received services, amounted to 140. The administrative
personnel participants responding in a semi-structure interview, amounted to eight
individuals. Findings indicated that the majority of interviews identified servant
leadership qualities in their managers' approach, with parameters of communication,
growth, teamwork, learning and development, being assessed as of high importance
when practiced by managers, portraying a safe working environment, which fosters job
satisfaction.
From the findings affecting student satisfaction, although the Gap scores
indicated that the received services were not as expected, when further examined, the
perceived and expected scores appeared as high, stressing that the actual services
received were of high quality. All factors were found to be significantly correlated,
indicating the positive effect one had on another. Age, gender, and prior master's degree
did not have any statistical significance, while ‘the person who supports the post
graduate program’ and ‘the person who supports the post graduate program and other
employees’, indicated an important statistical influence on reliability, including
experience and services’ offered from the Secretariat.
Results underline the effect of servant leadership on administrative personnel,
alongside the results from student satisfaction being at a high level, pinpointing the
presence of knowledge and services provided from the Secretariat to students,
demonstrating the effect of leadership on third parties.
Postgraduate Studies Programme
Οικονομική της Εκπαίδευσης και Διαχείριση Εκπαιδευτικών ΜονάδωνDepartment
Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής ΕπιστήμηςNumber of pages
123Language
EnglishCollections
Except where otherwise noted, this item's license is described as
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα