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

Juhi Kamakoty, Nagendra Sohani and Neena Sohani

International Journal of Services and Operations Management, 2015, vol. 20, issue 2, 141-164

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. (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:20:y:2015:i:2:p:141-164

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