Evaluating customer-perceived service quality in business management education in India

Abstract

Purpose – The purpose of this paper is to address the question of service quality in the higher education sector in the business management area, with the research objective to explore the dimensions of service quality and assess performance of higher educational institutes (HEIs) in business management across customer-perceived service quality dimensions. Design/methodology/approach – A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality with a sample size of 1,152 customers. Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) was used to holistically evaluate the performance of the HEIs. Findings – The current research develops a scale for measuring service quality in the area of business management education and reinforces the fact that service quality is a multidimensional construct. It suggests that customers distinguish four dimensions of service quality in the case of the higher education industry in business management. TOPSIS analysis provides an effective framework for ranking competing HEIs holistically in terms of their overall performance with respect to multiple service quality factors. Research limitations/implications – Continued refinement of the scale for measuring service quality in higher education, proposed in this study, is certainly possible based on further research and trends in higher education. Practical implications – HEIs are finding themselves in an increasingly integrated competitive market. Consequently they are facing challenges due to the evaluation of the results of the services of education and training that they offer. In competitive environments, student perceptions of quality and their satisfaction level have become very important in order to attract and retain them. Identifying the underlying dimensions of service quality is the first step in the definition and provision of quality service and instilling of a customer-service culture. Having access to how consumers evaluate service quality in the higher educational sector in business management and evaluating the positions of the players in the market on service quality parameters, can help the organization to carry out its mission with more efficiency, aid in strategic planning and contend the initiatives that HEIs managers can take to enhance employees’ skills and attitudes and instill a culture of service excellence. Originality/value – The contribution of this research has been in terms of its scale development and modeling methodology. A methodological innovation in this research has been in the use of TOPSIS in the field of customer-perceived service quality in higher education.

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