International Research journal of Management Science and Technology

  ISSN 2250 - 1959 (online) ISSN 2348 - 9367 (Print) New DOI : 10.32804/IRJMST

Impact Factor* - 6.2311


**Need Help in Content editing, Data Analysis.

Research Gateway

Adv For Editing Content

   No of Download : 185    Submit Your Rating     Cite This   Download        Certificate

STUDENTS’ EXPECTATIONS TOWARDS SERVICE QUALITY OF HIGHER EDUCATION INSTITUTIONS WITH SPECIAL REFERENCE TO PUDUCHERRY

    2 Author(s):  V. E. BARANIDHARAN,DR. R. SRITHARAN

Vol -  9, Issue- 5 ,         Page(s) : 79 - 86  (2018 ) DOI : https://doi.org/10.32804/IRJMST

Abstract

Student as a primary stakeholder of higher education institutions, their expectations towards quality education is growing day by day. On the other side the number of colleges offering higher education courses is also increasing year by year. This results in high degree of competition between colleges in attracting students towards admissions. In this scenario the secondary stakeholder parents are also much concerned about finding a quality educational institution that offers quality education to their ward as a result of which they could find a better career option in the competitive environment. This study aims to identify the expectation level of students studying in higher education institutions in and around Puducherry and also to determine their perceived level of service quality towards same institutions. This helps to identify the service quality gap prevailing in the higher education environment of the geographical area and also suggests some strategies to fulfill the gap by which the institutions can achieve student satisfaction and can gain a competitive edge in the sector.

• Abdullah, F. (2006). The development of HEdPERF: a new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), pp.569-581.
• Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), pp.528- 540.
• Baumgarten, L. (2008). Quality management in tourism. Moscow: Knorus. Bozhuk, S. and Kovalik, L. (2003). Market research. St. Petersburg: Piter.
• Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2), pp.174-190.
• Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), pp.8-32.
• Cronin, J. and Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), p.55.
• Crosby, P. (1979). Quality is free. New York: McGraw-Hill.
• Dabholkar, P., Shepherd, C. and Thorpe, D. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), pp.139-173.
• Gronroos, C. (1982). Strategic management and marketing in the service sector.
• Helsingfors: Swedish School of Economics and Business Administration.
• Lehtinen, U. and Lehtinen, J. (1982). Service Quality: a Study of Quality Dimensions. Helsinki: Service Management Institute.
• Marić, I. (2013): Stakeholder analysis of higher education institutions. Interdisciplinary Description of Complex Systems, 11 (2), pp. 217-226
• Parasuraman, A., Zeithaml, V. and Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), p.41.
• Parasuraman, A., Zeithaml, V. and Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, pp.12-40.
• Rodrigues, L., Barkur, G., Varambally, K. and Golrooy Motlagh, F. (2011). Comparison of SERVQUAL and SERVPERF metrics: an empirical study. The TQM Journal, 23(6), pp.629-643.
• Sasser, W., Olsen, R. and Wyckoff, D. (1978). Management of service operations. Boston: Allyn and Bacon.

*Contents are provided by Authors of articles. Please contact us if you having any query.






Bank Details