This paper explores the gaps present in the service quality of the B-Schools, and tries to link the same with the gaps model of service quality (SERVQUAL). Often, the inability to focus on the inputs and the delivery processes leads to improper service quality which inevitably hampers the overall brand of the institute. The aim of this study is to improve service quality through customer satisfaction in B-School setting. There is a significant gap while considering the entire dimensions in service quality model for B-schools. Furthermore, institutes need to increase customer satisfaction to decrease service quality gap score. The method used for investigating service quality gap was the standard SERVQUAL model. This model includes 5 dimensions, tangibility, reliability, responsiveness, assurance and empathy. All these dimensions have considerable factors to measure customer satisfaction. A total of 120 responses of Post Graduate students undergoing Management programme were analyzed to identify the quality gap in educational services. The primary data collection instrument used was structured self-administered questionnaire. The outcome indicated that there are significant gap among dimensions of this model. Response dimension has biggest gap followed by reliability. Overall, there is low satisfaction among student because of the gaps in service quality.
Volume 11 | 03-Special Issue
Pages: 1176-1184