Service Quality in Management Institutions: Perceived and Expected Quality Gaps in Viewpoint of Students
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 4
Abstract
In the past few decades a phenomenal growth is observed in Management Institutions in India and therefore the quality is the major concern. There are various stakeholders involved in quality of education that includes students, teachers, industries, alumnus, society etc. But students play a major role in education system they are one who is most affected. Thus the present study aimed at understanding the students’ perception and expectation from the quality of management institutions. The quality gap of educational services was determined based on differences between students' perceptions and expectations. The results demonstrated that negative quality gap is found between the five dimensions of service quality. The least and the highest negative quality gap were found in the reliability (-0.371) and tangibility (-0.498) dimensions respectively. Also, the result of the paired t-test shows that there were significant differences between perceptions and expectations of students in all of the five service quality dimensions as tangibility, responsiveness, reliability, assurance and empathy. Negative quality gaps shows that students' expectations exceed their perceptions of service quality of management institutions. Thus, improvements are needed across all five dimensions.
Authors and Affiliations
Dr. Shweta Mogre, Dr. Rashmi Farkiya, Sumit Zokarkar
Keywords
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- EP ID EP410246
- DOI 10.9790/487X-2004061928.
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