1
Ph.D. Candidate, Department of Public Administration, Faculty of Management, Allameh Tabataba’i University, Tehran, Iran (Corresponding Author). Email: m.ahopay@gmail.com
2
Ph.D. in Public Administration, Faculty of Management, Allameh Tabataba’i University, Tehran, Iran.
Abstract
Public services, as a core function of government and a fundamental component of public administration, require the development of tailored excellence models. Higher education, as a strategic domain of public services and given its foundational role in national development, is no exception. The purpose of this study is to design a strategic excellence model for public services and to identify its components within Iran’s higher education system. This research employed semi-structured interviews with experts in excellence and higher education, using purposive and snowball sampling methods until theoretical saturation was achieved, leading to the selection of 12 experts. Data analysis was conducted through thematic analysis, resulting in the identification of 561 codes, 203 basic themes, 33 organizing themes, and 6 overarching themes. The reliability of the findings was verified using a post-test method. The results are presented in the form of a model consisting of value-based, process-oriented, aspirational, formal-legal, key actors, and emerging crisis components. Finally, the study discusses its limitations and provides recommendations for future research.
باویلی، شاهرخ؛ دانشفرد، کرم اله؛ آقامحمدی، داود؛ علی نژاد، علیرضا (1401). ارائه الگوی ارزیابی خطمشیهای آموزش عالی ایران بر اساس سیاستهای کلی نظام در حوزه آموزش، مطالعات مدیریت راهبردی دفاع ملی، (24) 6، 124-95
خراسانی، ایاصالت؛ ملامحمدی، اعظم؛ نصراللهی، فاطمه (1400). تعالی در آموزش عالی. تهران: نشر دانشگاهی
مرکز پژوهشهای مجلس شورای اسلامی (1398). سنجش و پذیرش دانشجو در جهان، الگوها و الگوها، دفتر مطالعات آموزش و فرهنگ، شماره 16539.
مهرآور گیگلو، شهرام؛ ناظمیاردکانی، مهدی (1401). شناسایی مؤلفههای توسعه آیندهپژوهی در نظام آموزش عالی کشور با رویکرد فراترکیب، مطالعات مدیریت راهبردی دفاع ملی 6(24)، 33-60.
میرسپاسی، ناصر؛ معمارزاده، غلامرضا؛ نجف بیگی، رضا؛ علی زاده، مهدی (1392). طراحی الگوی تعالی سازمانی در بخش دولتی، پژوهشنامه مدیریت اجرایی، 5(10).
دانائی فرد، حسن؛ الوانی، سید مهدی؛ آذر، عادل (1392). روششناسیپژوهشکیفیدرمدیریت: رویکردیجامع. تهران: صفار اشراقی.
توفیقی داریان، جعفر (1387). ضرورت ارتقای کیفیت در آموزش عالی ایران، دوازدهمین کنگره سراسری همکاریهای دولت، دانشگاه و صنعت برای توسعه ملی، تهران.https://civilica.com/doc/63845
مهدی نژاد نوری، محمد؛ کشتکار هرانکی، مهران و عرفانی فر، علی (1401). طراحی و تدوین ارکان جهتساز مقابله با نفوذ علمی دشمن در دانشگاههای کشور، مطالعات مدیریت راهبردی دفاع ملی6(24).
واعظی، رضا؛ سهرابی، شهلا (1400). تعالی خدمات عمومی و شبه پارادایمهای مدیریت دولتی، حکمرانی و توسعه،1(2).
References
Abbas, J. (2020). HEISQUAL: A modern approach to measure service quality in higher education institutions. Stud. Educ. Evaluat. 67:100933. doi: 10.1016/j. stueduc.2020.100933
Asiyai, R. I. (2022). Best practices for quality assurance in higher education: implications for educational administration. International Journal of Leadership in Education, 25(5), 843-854.
Barry D., Goedegebure L.(2018). Goog governance and higher education in : Teixeira, shin.(eds)Encyclopedia of international higher education systems and instituations. Spring, Dordrechcht.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service: Serving, not steering. Routledge
Fuchs, K. (2021). Innovative Teaching: A Qualitative Review of Flipped Classrooms. Int. J. Learn. Teach. Educ. Res. 20, 18–32. doi: 10.26803/ijlter.20.3.2
Fuchs, Kevin & Fangpong, Keerati & Southam, Ashleigh. (2022). The perceived service quality in higher education: An empirical study using the SERVPERF dimensions. Frontiers in Education. 7. 10.3389/feduc.2022.954797.
Gul, S., Jan, S., and Shah, F. A. (2019). The impact of service quality on students satisfaction in higher education institutes of Khyber Pakhtunkhwa. Rev. Econ. Devel. Stud. 5, 217–224. doi: 10.26710/reads.v5i1.589
Hwang, Y. S., and Choi, Y. K. (2019). Higher education service quality and student satisfaction, institutional image, and behavioral intention. Soc. Behav. Personal. 47, 1–12. doi: 10.2224/sbp.7622
Jos C.N. Raadschelders, A Coherent Framework for the Study of Public Administration, Journal of Public Administration Research and Theory, Volume 9, Issue 2, April 1999, Pages 281–304,
Lozano, R., Ceulemans, K., Alonso-Almeida, M., Huisingh, D., Lozano, F. J., Waas, T.,... & Hugé, J. (2015). A review of commitment and implementation of sustainable development in higher education: results from a worldwide survey. Journal of cleaner production, 108, 1-18.
Matei, L., & Lazēr, C. G. (2011). Quality Management and the Reform of Public Administration in Several States in South-Eastern Europe. Comparative Analysis. Theoretical & Applied Economics, 18(4).
Niedlich, S.; Bauer, M.; Doneliene, M.; Jaeger, L.; Rieckmann, M.; Bormann, I. (2020). Assessment of Sustainability Governance in Higher Education Institutions A Systemic Tool Using a Governance Equalizer.Sustainability 2020, 12, 1816. https://doi.org/10.3390/su12051816
Meyer, M. H., & Bushney, M. J. (2008). Towards a multi-stakeholder-driven model for excellence in higher education curriculum development. South African Journal of Higher Education,22(6), 1229-1240.
persad, Doodnath & Farrell, Permilla & Alonzo-Williams, Carla & Sargeant, Roxanne.(2023). Towards a model of service excellence at a community college in Trinidad and Tobago. Quality Assurance in Education. 10.1108/QAE-08-2022-0155.
San PRIHADINI, D., & Sos, S. (2018). The implementation of service excellence in public sector: a phenomenological approach of public services in Jakarta. European Journal of Research and Reflection in Management Sciences Vol, 6(1).
Sanger, M. B. (2008). From measurement to management: Breaking through the barriers to state and local performance. Public Administration Review, 68, S70-S85.
Steas, p. Thijs, N. (2011). Growing Towards Excellence in European Public Sector. Belgian presidency of the Council of the European Unionends, pp. 182188
Talwar, B. (2011). Comparative Study of Frame Work , Criteria and Criterion Weighting of Excellence Models. In: Journal of Measuring Business Excellence. Vol.15, No. 1, PP. 49-65
Thapa, Makshindra. (2022). Impact of Service Quality on Student Satisfaction: A Case Study of Public Sector Higher Secondary Institution. The Batuk. 8. 1-15. 10.3126/batuk.v8i1.43500
Yaghoubi,N. Bandeii,M. Moloudi,J. (2011). An Empirical Study of the EFQM Excellence Model in Iran, International Journal of Business and Management, Vol. 6, No. 5, pp. 260-268
Zafar, S. M., Chaubey, D. S., & Al-Sarhani, Y. (2019). A framework to achieve quality and excellence in higher education: a literature review. International Journal of Engineering and Management Research, 9.
Ahoupay, M., Hosseinpour, D., Vaezi, R. & Ghorbanzadeh, V. (2025). A Higher Education Excellence Model with a Focus on Identifying Key Elements in the Islamic Republic of Iran. Interdisciplinary Studies on Strategic Knowledge, 9(34), 249–280.
MLA
Ahoupay, M., Hosseinpour, D., Vaezi, R., & Ghorbanzadeh, V. "A Higher Education Excellence Model with a Focus on Identifying Key Elements in the Islamic Republic of Iran", Interdisciplinary Studies on Strategic Knowledge, 9, 34, 2025, 249–280.
HARVARD
Ahoupay, M., Hosseinpour, D., Vaezi, R., & Ghorbanzadeh, V. (2025). 'A Higher Education Excellence Model with a Focus on Identifying Key Elements in the Islamic Republic of Iran', Interdisciplinary Studies on Strategic Knowledge, 9(34), pp. 249–280.
CHICAGO
Ahoupay, M., Hosseinpour, D., Vaezi, R. & Ghorbanzadeh, V., "A Higher Education Excellence Model with a Focus on Identifying Key Elements in the Islamic Republic of Iran." Interdisciplinary Studies on Strategic Knowledge, 9 34 (2025): 249–280,
VANCOUVER
Ahoupay M., Hosseinpour D., Vaezi R., Ghorbanzadeh V. A Higher Education Excellence Model with a Focus on Identifying Key Elements in the Islamic Republic of Iran. Interdisciplinary Studies on Strategic Knowledge. 2025;9(34):249–280 (In Persian).