Title: Service quality in institutes imparting engineering and management programmes in India: commonalities and differences

Authors: Swetha Minajigi; Virupaxi Bagodi; Vijayalaxmi Bhat; Venkatesh A. Raikar

Addresses: Department of Management Studies, BVB College of Engineering and Technology, Hubli 580031, Karnataka, India. ' Department of Management Studies, BVB College of Engineering and Technology, Hubli 580031, Karnataka, India. ' Department of Management Studies, BVB College of Engineering and Technology, Hubli 580031, Karnataka, India. ' Sanjay Ghodawat Group of Institutions, Atigre 416118, Maharashtra, India

Abstract: Service quality has become a competitive differentiator for the service organisations. Service quality is attained by filling the gap between customer expectations and perceptions. This research discusses on service quality dimensions in higher educational institutions offering engineering and management programmes that are managed by one administration. The administrators of such institutes may, under the influence of technical education, extend the same strategies to management education that may affect the quality of service. In this research, a survey was conducted comprising a sample drawn from such institutions. The study revealed that the preferences of management students are different from that of engineering students. The common and different dimensions of service quality in both form of education are presented.

Keywords: service quality; India; universities; engineering education; educational programmes; commonalities; differences; competitive differentiators; service organisations; customer expectations; customer perceptions; HEIs; higher education institutions; educational administrators; technical education; management education; student preferences; management students; engineering students; common dimensions; different dimensions.

DOI: 10.1504/IJMIE.2012.047269

International Journal of Management in Education, 2012 Vol.6 No.3, pp.242 - 257

Published online: 20 Dec 2014 *

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