Title: How do we measure service quality in management education? An exploratory study in India

Authors: Ritu Narang

Addresses: Department of Business Administration, University of Lucknow, Lucknow, 226007, UP, India

Abstract: This paper seeks to empirically compare the performance of four alternative measures of service quality: EduQUAL, EduPERF, Weighted EduQUAL and Weighted EduPERF to evaluate their applicability in management education of a developing nation. The main objective of this study is to determine the reliability, unidimensionality, validity, explained variance and predictive and diagnostic ability of the four instruments with a view to ascertain the scale with superior measurement capability. This study also points out the urgent need for quality improvement in the various dimensions of management education in the public institutes of Lucknow, the capital city of Uttar Pradesh, the most popular state in India.

Keywords: management education; service quality scales; EduQUAL; EduPERF; weighted scales; quality measurement; quality improvement; developing countries; India.

DOI: 10.1504/IJMIE.2013.054726

International Journal of Management in Education, 2013 Vol.7 No.3, pp.276 - 292

Published online: 13 Sep 2014 *

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