Service quality in institutes imparting engineering and management programmes in India: commonalities and differences
by Swetha Minajigi; Virupaxi Bagodi; Vijayalaxmi Bhat; Venkatesh A. Raikar
International Journal of Management in Education (IJMIE), Vol. 6, No. 3, 2012

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.

Online publication date: Sat, 20-Dec-2014

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