An approach to evaluate service quality in polytechnic education institutes: a case study

Pramod Kinker, Rakshit Kumar Singh, A.R. Singh and Rajeev Jain

International Journal of Applied Systemic Studies, 2023, vol. 10, issue 1, 16-43

Abstract: The aims of the study are to identify and evaluate the quality of service perceived by students and teachers. Hypothesis have been formulated and tested to examine for service quality gaps in of polytechnic education institutes (PEIs) of Madhya Pradesh, India. A Kano methodology has been used to prioritise service quality factors. The SERVQUAL method has been used to identify the gap between service rendered and service as perceived by students and teachers. The hypothesis has been evaluated using statistical tools. It has been reported that there is significant difference between rendered service quality and expectations of students. There is a need of improvement in service quality factors such as academic excellence, library, infrastructure, career counselling, etc. Further, curriculum structure, physical entities, assessment, feedback and reward need to be improved to encourage more enrolment. The study may help polytechnic education planners, policymakers, practitioners, managers and administrators to improve the service quality in PEIs. The proposed study incorporates the expectations of students and teachers for improvement in service quality in PEIs.

Keywords: polytechnic education institutes; PEIs; service quality factors; Kano model; SERVQUAL; hypothesis testing. (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=129064 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijassi:v:10:y:2023:i:1:p:16-43

Access Statistics for this article

More articles in International Journal of Applied Systemic Studies from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().