Title: Measuring service quality perception of students in business schools

Authors: Pradeep Joshi; Suresh Kumar Chadha

Addresses: Quantum School of Business, Roorkee – Dehradun Highway (NH 73), Roorkee, Uttarakhand, 247167, India ' University Business School, Panjab University, Chandigarh, 160014, India

Abstract: This paper attempts to identify the factors and develop a multidimensional and hierarchical model for determining the service quality perception of students in business schools of India. The proposed model was tested for its reliability and validity by exploratory and confirmatory factor analysis. This study suggests that the hierarchical model of service quality perception of students in business schools consists of two primary dimensions; employability focus and support services which are further defined by different sub-dimensions. The study suggests the managers of the management education different ways to enhance graduate employability.

Keywords: service quality; management education; scale development; graduate employability; confirmatory factor analysis; CFA; hierarchical structure; student perceptions; higher education; business schools; quality perceptions; exploratory factor analysis; EFA; support services.

DOI: 10.1504/IJSOM.2016.080277

International Journal of Services and Operations Management, 2016 Vol.25 No.4, pp.479 - 507

Received: 05 Mar 2015
Accepted: 16 May 2015
Published online: 10 Nov 2016 *

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