Title: Measuring internal service quality in business schools

Authors: Pradeep Joshi; Suresh Kumar Chadha

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

Abstract: This paper explores the different constituents determining the internal service quality in business schools and further develops a model representing different factors made up of these constituents. The proposed model went through exploratory and confirmatory factor analysis to test its reliability and validity. This model of internal service quality in business schools consists of seven dimensions, including work resources, rewards, academic freedom, professional development support, vision of top management, communication and teamwork. This study highlights the ways to boost the internal service quality in business schools.

Keywords: confirmatory factor analysis; CFA; internal service quality; management education; faculty perceptions; scale development; quality measurement; business schools; higher education; work resources; rewards; academic freedom; professional development; top management vision; communication; teamwork.

DOI: 10.1504/IJSS.2016.082434

International Journal of Services and Standards, 2016 Vol.11 No.4, pp.357 - 379

Received: 11 Jul 2016
Accepted: 03 Dec 2016
Published online: 24 Feb 2017 *

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