Empirical Assessment of Influential Strength of Service Quality Dimensions in Indian Universities, Part II

Dr. Vivek Kr. Pathak, B.V. Swathi and P. Yugander

The Indian higher education in business management is witnessing a highly competitive environment today. This has led the higher educational institutions to focus more on importance of being distinctive from their competitors. Research studies in the past have suggested that by maintaining better educational service quality the institutions can foster developing positive bonding with the students. This bonding is the by-product of the students‟ satisfaction which they generate out from availing the quality of service in the campus. The present study is carried out with an objective to discover the service quality dimensions influencing the students‟ satisfaction in management education particularly in public university system and to prioritize the dimensions from their perspective. The study engaged exploratory factor analysis and independent RIDIT analysis methodology to analyse the survey responses of 211 management students of public universities. The analysis yielded seven perceived service quality dimensions, namely physical factors, leisure factors, academic factors, industry collaborations, responsiveness, learning outcome and personality development as perceived by the students from EFA. The individual items of these dimensions were then prioritised using RIDIT analysis for further interpretations and business insights. This study may benefit the university decision makers in business studies to formulate policies and strategies to assure superior students satisfaction which can later benefit the university by showing positive behavioural intentions.

Volume 11 | 10-Special Issue

Pages: 46-58

DOI: 10.5373/JARDCS/V11SP10/20192775