The Effects Of Internal Communication, Employee Engagement, And Quality Assurance Practices On Academic Service Quality In Private Higher Education Institutions

Abstract

The aim of the current research is to investigate the effect of Internal Communication, Employee Engagement and Quality Assurance Practices on Academic Service Quality in private higher learning institutions. In this study, a survey method was used as a quantitative method on professors and administrative staff working in private higher education institutions. The purposive sampling method was employed in selecting respondents based on their expertise and knowledge of academic administration procedures and the delivery of academic services to students. Data were collected by means of an online questionnaire through Google Forms, and analyzed using multiple linear regression. The study’s findings revealed that Internal Communication, Employee Engagement and Quality Assurance Practices had good and substantial impact on Academic Service Quality. The results show that the implementation of service standards, monitoring, assessment, corrective actions and continuous quality improvement is very important for the delivery of high quality and consistent academic services. The findings also indicate that private higher education institutions need to improve their quality assurance practices, improve the effectiveness of internal communication and improve employee engagement to sustainably improve reliability, responsiveness, accuracy, accessibility and consistency of academic services.