Title: Determinants of service quality in education: service provider's perspective and academician's perspective

Authors: Juhi Kamakoty; Nagendra Sohani; Neena Sohani

Addresses: Acropolis Faculty of Management and Research, Indore Bypass Raod, Mangliya Square, Indore, Madhya Pradesh, 452010, India ' Mechanical Engineering Department, Institute of Engineering and Technology, Devi Ahilya Vishwavidyalaya, Khandwa Road, Indore, Madhya Pradesh, 452017, India ' Department of Chemical Sciences, Christian Eminent Academy, Indore, Madhya Pradesh, 452017, India

Abstract: This paper addresses the issue of service quality in one of the service provider industries of the present business scenario, i.e., education. Like other sectors, the issue of service quality has caused concern in the education sector also. Researchers have been interested in modelling, measuring and determining the service quality aspects in education. In this paper effort has been made to identify the determinants of service quality in education from the academician's perspective. Findings of this paper give important insights to the various stakeholders as to what and how the service quality of an educational institute may be enhanced. It helps in identifying the critical and non-critical factors that affects the service quality of education so that efforts may be used judiciously for its enhancement.

Keywords: service quality; education services; input factors; output factors; educational resources; infrastructure; educational facilities; academic perspective; SERVQUAL; factor reduction; service providers.

DOI: 10.1504/IJSOM.2015.067474

International Journal of Services and Operations Management, 2015 Vol.20 No.2, pp.141 - 164

Published online: 17 Apr 2015 *

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