Factors Affecting Quality and Delivery of Higher Education Services

This article identifies the factors that affect the quality and delivery of education services in Australia. It discusses the qualification of teaching staff, hours of class contact, classroom size, student experiences, and promotional marketing plan for the University of New South Wales, Sydney. The article also provides a budget and timeline for the promotional mix.

Running Head: FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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Factors affecting the Quality and delivery of higher education services and how the above can be
promoted.
Name
Affiliation
Date

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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Executive Summary
Over the past years, the performance of students in schools has been affected by the quality of
services offered. Students are scoring low grades and that this has been attributed to the quality
of services by the stakeholders. Therefore, a number of factors that have been identified to affect
the quality and delivery of education services in schools. The qualification of the teaching staff
affects the quality in schools. Another factor is the students to staff ratio. When the number of
students are too many for a teacher, it becomes hard for the teacher to handle the students and it
is evidenced in the performance of the student. There is a promotional plan for 2020 and the
strategy ensures that all the above are solved. The plan is to ensure availability of qualified staff.
Recruitment of new staff to curb the problem of students' to staff ratio. Increasing class contact
hours by paying overtime to staff so that they can devote more time to the students and the
school. The big class size will solved by dividing the classes into streams where the student
number are so big to handle. Promoting ethical culture among the teachers to enhance a positive
students’ experience in the school. The budget to achieve the promotional mix objective is
identified and about $23,300 per month is required to achieve the objectives by 2020.The items
to consider are the scholarship program for teachers, recruitment of new teachers, and the
orientation activities in the school.
Table of Contents
Contents
Executive Summary.........................................................................................................................2
Table of Contents.............................................................................................................................3
Introduction......................................................................................................................................4
Five Major Factors that affect the Quality and Delivery of Higher Education Services.................5

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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Qualification of the Teaching Staff..............................................................................................5
Hours of Class Contact................................................................................................................5
Classroom Size.............................................................................................................................6
The Experiences of the Student...................................................................................................7
Promotional Marketing Plan for University of New South Wales, Sydney................................8
Qualified and Skilled Staff...........................................................................................................8
Students to Staff Ratio.................................................................................................................9
Classroom Size.............................................................................................................................9
Students Experiences...................................................................................................................9
Hours of Class Contact................................................................................................................9
Promotional Mix to achieve the five Objectives...........................................................................10
Key Performance Indicators (KPIs)...............................................................................................10
Budget for Promotional Mix..........................................................................................................11
References......................................................................................................................................12
Introduction
In education today, there has been a change in the way services are delivered because of this, the
service provides are losing track on how best they can deliver quality services to the students
(Study.com, 2019). There has been a mix of the syllabus and also the recruitment of non-
professional teachers in schools to teach the students. Therefore the purpose of the study is to
identify the factors that affect the quality and delivery of education services in Australia. Five of
the major factors have been identified and they include as follows. The qualification of the

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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teachers. Teachers who are not qualified have been reported by students not being able to teach
well in class leading to low grades. (Wu et al., 2013). Schools with a high students to staff ratio
perform poorly meaning the students don't receive quality and affects the potential to achieve
their desired goals in future (Parasurman, Zeithaml, and Berry, 2015). The kind of education
services offered to students affect their motivation and creativity to achieve their desired goals in
future, therefore it becomes very important to find ways to provide quality services to the
students . A good prepared student is an asset to the economy of a country. A Promotional plan
to solve all the above problems are to made and promote quality and delivery of education
services to the students.
Five Major Factors that affect the Quality and Delivery of Higher Education
Services.
Qualification of the Teaching Staff.
A higher institution of learning that has teachers with the right qualification that is the teachers
are qualified in education with postgraduate certificates in education will deliver quality
education services. Students report that teachers who have the qualifications deliver their lectures
with confidence and that the contents of the lecture flows well and are easy to understand
(Habibulah, Rouf, and Rana 2012). Teachers who are not qualified and did not go through the
curriculum training are gamblers and do not follow the teaching procedures hence just confuse
the students (Fattah, 2019). When the curriculum is not followed, the class program is not
followed as well. This creates gaps and some information may or is missed being taught.
Students taught by such teachers are half baked and may end up suffering in future as they
cannot favorably compete with their peers. Therefore institutions should be keen at recruitment

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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of new teachers in order to avoid bringing on board the unqualified. This promotes quality
service delivery and the satisfaction of the students. (Mourshed, and Barber, 2017).
Hours of Class Contact.
The number of hours the students are in class to a larger extent contribute to the quality and
delivery of education services (Masters, 2015). What happens in the independent hours is not
known by the teacher and the pedagogical model is not implemented. The model suggests that
teachers should know their students and always engage them in building inclusive, supportive
and environments that are stimulating. The learners are motivated to learn and develop their
agency. Hours of class contact is important because from this, teachers explore their students by
giving them challenging tasks so that they can generate and investigate relevant information and
developmental ideas. For the students to learn and acquire explicit knowledge, teachers have to
increase the class contact hours (Tsinidou, Gerogiannis, & Fitsilis, 2014). That is when the
teachers are able to explain, teach new concepts and monitor the student’s progress in school. So
class contact hours is a very important factor that affects the quality and delivery of education
services in higher institutions of learning. It helps teacher assess their students and draw
conclusions for the next course of action.
Classroom Size.
In cases where the size of the class is large, it results into low levels of performance among
students. Moreover, the smaller the size, the higher the levels if students achievement in class.
The class size has negative effects on the entire process of learning since in most cases teachers
do teach students with enthusiasm because the learning environment is compromised by the
numbers (Sarkar, Rana and Zitu, 2013). In big classes, some students who sit very distant from
the teacher develop negative attitudes and sometimes don't do their exercises. This happens as
result of the teacher tending to concentrate on the front desks and the rest, he refers fellow

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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students for correction or guidance. The larger classes which is a negative, grossly affect the
young learners because their self-motivation is still very low. (Ajayi, Audu, Ajayi, 2017).
However, the effects are also observed even in higher schools of learning. For example the
number of students who score 'A's in their subjects when they are from classes of enrolment 50 -
70 students is always almost half compared to those from classes with enrolment of 15 to 20
students. So the quality of service delivery in higher schools is affected by the classroom size.
The Experiences of the Student
The experience the student goes through is also factor in influencing the quality and delivery of
education services, (Oxford Policy Management, 2019). In schools where there is bulling of new
students may hinder their learning process. The bullied students develop hatred for their peers
and feel insecure in the school environment and sometime fear to talk about their experience
with teachers hence affecting their level of achievement academically. It is important for the
school management to put in place measure to ensure that no student is bullied and the bullies
face serious penalties if found guilty (Umbreen 2014). In schools where bullying is prevalent, the
performance is always low compared to where there is no bulling. The bullied students lose their
confidence and cannot participate in class or other school activities as they don’t have the morale
and cannot be creative. Other student’s experience that may affect service delivery is a student’s
experience with a bad teacher. A student’s first impression with a teacher or a subject may
develop a negative attitude for the student and affect the student’s achievements at school. This
implies teaches should behave professionally with the students to avoid misunderstandings.
Students to Staff Ratio.
In commercialized education service providers where the directors only care for profits, the staff
to students is not taken very seriously and yet it is a very important factor that affects the quality

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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and delivery of services. The student to staff ratio basically means the number of students does a
teacher attend to in a class, (Aph.gov.au. 2019). This ratio is over looked because it has a direct
consequence on the funding of the school, the school staff salaries, the buildings and the
administration and the returns to the directors. As an institution, having a low students to staff
ratio has the potential to improve the quality of education service delivery. The fewer number of
students attended by a teacher means that each student is closer enough to a teacher and it is
believed that the close interaction with teacher improves the students’ achievements (Massoni,
2011). The teacher has time to mark all students ‘assignments, offer feedback and guide the
students where necessary. A lower ratio of student to staff ratio discourages laziness among the
student (Lee, & Simon. 2018) The teacher is able to monitor a student if he has not completed
assignment and follow him up. Students take advantage of the big number of students and avoid
demanding assignment and end up lagging behind academically.
Promotional Marketing Plan for University of New South Wales, Sydney.
As a Marketing Communication Director of the University of Sydney, I am proud to Present to
you our 2019-20 Strategic Plan. This plan sets out the University direction for the next one year
2019 - 2020. It is important to understand that this university has been in existence for the last
170 years and it is still serving you. This strategic plan is to further strengthen what we believe in
as an institution, provision of high quality and delivery of education services. The 2019 -20 plan
is both inspirational and intuitive and will position the university at the fore front of all
universities in Australia and in the world. Just like any valuable plan, it is going to require a
comprehensive budget because a number of changes will take place.

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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Our mission is creating a University which will benefit Australia and the world at large through
teaching student will be competent and promising and with the potential to thrive and realize
their future goals. In order to fulfill our strategies, we are committed on the following strategies;
Qualified and Skilled Staff.
The university has hired competent qualified and very committed staff who will be there to
handle students with high level of professionalism. The university has also hired two more
associate professors for research and we hope to further continue producing best researchers
throughout the country. Students appreciate highly educated and experienced staff and this
motivates them to work hard and consider some of the teachers as their role models. When
teachers pursue more academic qualifications they gain confidence in the syllabus content and
understand them better for their in class explanations. So for the university to build such a strong
team, it is dedicated to improving its academic and management staff.
Students to Staff Ratio
In order to fully maximize our students interaction with their teachers, we have hire more staff to
so that their low student to staff. This benefits the students as they get feedback, their assignment
are marked timely and the students have the potential score high grades in their subjects.
Classroom Size
The university has managed to create different streams to control the size of the classroom and
this has reduced the lecturer work load. The lecturer has time to engage the students in other
activities which help them develop their potential to achieve their goals. It improves the student
satisfaction and confidence.
Students Experiences
The culture of the university is to make everyone feel at home. Every student is welcomed and
oriented in the university so that the student attains the best experience throughout their stay at

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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the university. This has been the culture and will continue today, tomorrow and for as long as the
institution exists.
Hours of Class Contact
The university has made most of the staff permanent and also provide residence for them. Most
of the staff spend most of their time at the university and offer maximum time to the students.
The initiative is to maximize the class contact hours to benefit the students. The lecturers will be
able to explore their students by giving them challenging tasks so that they can generate and
investigate relevant information and develop ideas. Also the university is developing and
promoting technology inclusion to enable students interact with lecturers both in class and
online. This will increase the hours of contact even when the students to lectures are not at the
university.
Promotional Mix to achieve the five Objectives
The university has a scholarship program the staff who wish to further develop their carrier
through pursuing further. This is done to develop and mentor our own so there is a stronger
commitment and dedication of service.
Students experience. The university organizes co-curricular activities where all students
participate and this create positive relationship through team work from the activities. The
students experience positive welcome through the games.
Classroom size. The university will give bonus to lectures who work and their students score
highly for example 'A's. This encourages the lecturers to work hard and reach all the students.
Class contact hour. Lecturers who devote more time to the university activities will be paid over
time and extra pays. The university is committed to maximizing class contact hours.

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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Students to Staff Ratio. The university plans to recruit more lecturers so that there is enough
staff.
Key Performance Indicators (KPIs)
Strategy Initiative KPI
Qualified and Experienced
Staff
Recruit qualified personnel,
Encouraging further upgrade
through scholarship.
Number of qualified staff
available. Number of students
scoring ‘A’s by 2020.
Classroom Size Dividing intakes in streams. Number of students in each
class.
Students to staff ratio Recruitment of more staff at
the university.
Number of students per
teacher. If it is according to
standard.
Students’ Experience Promoting professional
conduct by the staff with
students
Level of students’ happiness.
Class Contact hours Paying lecturers over time to
keep at school.
Number of teachers present at
school.
Budget and timeline for Promotional Mix
Date Action Amount (pounds)
2-Aug-19 Recruitment of Over time for staff 2000 Per day
Jan-20 Activities for orientation of student 1000 for the
activity

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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February 2nd Recruitment of new stuff. This will involve short
listing and applicants, interviews, and orientation of
successful applicants.
1000 for the
activity
March 20 Posting of new teachers 48000 for the term
April 6 Scholarships for teachers will be approved and
awarded
8000
Mid April 2020 Appraisal of both the new and old staff 300
Mid May Staff meeting 200
End of May Review of the term meeting 200
Mid June Closure 200
Conclusion
Today the trend is to provide quality education services in schools to meet the students' demands
because they are the customers. The education system has become more competitive because of
the demanding changes in the labor market and development in technology (Tsinidou, 2019). So
to meet these demand, schools in Australia have to provide quality education services to the
students. A number of factors like qualification of the teaching staff affects and students to staff
ratio have been highlighted. Therefore, a promotional plan must be able to highlight the above
issues in order to have better education services for students.

FACTORS AFFECTING THE QUALITY AND DELIVERY OF HIGHER EDUCATION
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