Assessment of Service Quality Dimensions in Higher Education Sector of North India
Mahesh Hooda1, Ajay Jain2
1Mahesh Hooda, Research Scholar, Department of Management Studies, SRM Institute of Science & Technology, Modinagar, Ghaziabad.
2Dr. Ajay Jain, Assistant Professor, Department of Management Studies, SRM Institute of Science & Technology, Modinagar, Ghaziabad.
Manuscript received on May 25, 2020. | Revised Manuscript received on June 29, 2020. | Manuscript published on July 30, 2020. | PP: 564-568 | Volume-9 Issue-2, July 2020. | Retrieval Number: F7254038620/2020©BEIESP | DOI: 10.35940/ijrte.F7254.038620
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The current paper discusses the importance of service quality in higher education among the Indian universities. In this modern world, education is a way to shift the country’s economy to knowledge economy and emerges as an important sector for the increasing the county’s economy and wealth. Therefore, assessment of service quality among the universities is gaining the preference from the researchers around the world. In this connection present study collected the data of355 post graduate student and analysed with the help of Structure Equation Modeling. The present paper found that all dimensions of SERVQUAL model (reliability, tangible, assurance, responsiveness and empathy) are important for the service quality assessment and it is affecting highly. Among all the dimensions reliability is having a great impact on service quality among the private universities of north India. Education managers can enhance of quality of service in their universities with the help of the current study.
Keywords: Higher education, SERVQUAL, perceptions.