Title: Whither service quality in Indian B-Schools: an analytical approach

Authors: Neeraj Pandey, Mohit Sharma

Addresses: National Institute of Industrial Engineering (NITIE), Mumbai 400087, Maharashtra, India. ' LibSys Corporation, Gurgaon 122016, Haryana, India

Abstract: The service quality delivery by a particular B-School influences its student satisfaction and ranking. This paper calculates the gaps in the service quality delivery of Indian B-School, thereby highlighting what the Indian management students| actually seek in a B-School with regards to service quality. Pertinent hypotheses developed using system dynamics, were tested to get insights into student|s preferences vis-a-vis service quality delivery in a B-School. Also it assessed the adapted SERVQUAL instrument reliability and validity for measuring service quality in management-related professional courses. It gave interesting insights into what service quality dimensions Indian students prefer in a B-School. Students gave highest weightage to empathy over other factors in a B-School followed by tangibility and assurance. The modified SERVQUAL instrument also indicated the areas in which the B-School needs to focus in order to enhance its student|s satisfaction.

Keywords: B-schools; business schools; universities; higher education; RATER; assurance tangibles empathy; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; student satisfaction; rankings; service quality; service delivery; quality measurement; management students; system dynamics; student preferences; instrument reliability; instrument validity; professional courses; India; Indian culture; business management.

DOI: 10.1504/IJICBM.2011.037425

International Journal of Indian Culture and Business Management, 2011 Vol.4 No.1, pp.48 - 72

Published online: 31 Jan 2015 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article