Theoretical Approach and Analysis of Stakeholders’ Impact on Quality Processes in Higher Education - The Case of Greek Universities

Theoretical Approach and Analysis of Stakeholders’ Impact on Quality Processes in Higher Education - The Case of Greek Universities

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Author(s): Panagiota Xanthopoulou

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DOI: 10.18483/ijSci.2269 99 355 34-45 Volume 9 - Feb 2020


The issue of identifying and managing stakeholders has been largely explored by international literature and articles focusing on private sector organizations (Christopher et al., 2002; Rutterford et al., 2006), and the importance of this issue is also gradually increasing in public sector organizations (Maassen, 2000; Wit and Verhoeven, 2000; Peters, 1996; Kettle, 2002). However, less extensive research efforts have been observed in the application and analysis of stakeholder theory in public universities. Stakeholder recognition and management as well as the measurement and subsequent evaluation of their impact on quality service delivery are important in terms of effective management (Mitchell et al., 1997), strategic decision making and rational planning (Bryson, 2004), and by consistency in the application of the principles of Total Quality Management. Identifying and understanding the stakeholders related to an organization and the influence they have on the organization are crucial for managers and policy makers. The purpose of the present research is to explore the specific gap in the literature, that is, to understand the nature, needs and expectations of stakeholders, the satisfaction of which is a sufficient and necessary condition for the effective delivery of quality services at a University. In this context, the study focused on identifying stakeholders of a University as well as the degree of influence they have on providing quality educational services but also on the dropout rate of students, using case studies from two Greek Universities. Specifically, Panteion University of Social and Political Sciences has been selected as a foundation based on traditional, life-long teaching, and the Hellenic Open University, focusing on its undergraduate and postgraduate programs. In this way, a comparison is made of the quality criteria as perceived by the stakeholders of the two Universities with a different approach and philosophy of providing educational services.


Higher Education, Stakeholders, Quality of Service, Quality in Education


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