Whither service quality in Indian B-Schools: an analytical approach

Neeraj Pandey and Mohit Sharma

International Journal of Indian Culture and Business Management, 2011, vol. 4, issue 1, 48-72

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.

Keywords: B-schools; business schools; universities; higher education; RATER; assurance tangibles empathy; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; student satisfaction; rankings; service quality; service delivery; quality measurement; management students; system dynamics; student preferences; instrument reliability; instrument validity; professional courses; India; Indian culture; business management. (search for similar items in EconPapers)
Date: 2011
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