Whither service quality in Indian B-Schools: an analytical approach
by Neeraj Pandey, Mohit Sharma
International Journal of Indian Culture and Business Management (IJICBM), Vol. 4, No. 1, 2011

Abstract: The service quality delivery by a particular B-School influences its student satisfaction and ranking. This paper calculates the gaps in the service quality delivery of Indian B-School, thereby highlighting what the Indian management students' actually seek in a B-School with regards to service quality. Pertinent hypotheses developed using system dynamics, were tested to get insights into student's preferences vis-a-vis service quality delivery in a B-School. Also it assessed the adapted SERVQUAL instrument reliability and validity for measuring service quality in management-related professional courses. It gave interesting insights into what service quality dimensions Indian students prefer in a B-School. Students gave highest weightage to empathy over other factors in a B-School followed by tangibility and assurance. The modified SERVQUAL instrument also indicated the areas in which the B-School needs to focus in order to enhance its student's satisfaction.

Online publication date: Sat, 31-Jan-2015

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