Valuing Quality in Educational Services: An Empirical Study

摘要

This study aims to evaluate the value parameters in education services and to develop a framework for enhancement of student’s satisfaction. Focusing on traditional service quality dimensions and new concerns, it seeks to investigate the changes in expectations due to changing trends in education service industry and level of performance achieved with the identification of gap areas. This paper reviews emerging gaps in service performance in education sector with the help of primary study. Respondents are selected on simple random basis from various formats of management institutes in India. Research instrument was designed with available scales in service quality studies with some new additions reflecting changed scenario. Data analysis reflects the gaps and the important dimensions which needs urgent attention. The paper suggests that educational planners should look into the emerging trends and allocate their resources in light of importance-performance analysis. The findings of this study can be used by the practitioners in identification and improvement of service gap areas to enhance student’s satisfaction. Keywords: Service quality, Customer Satisfaction, Service Gap, Service Performance