Student’s Perception On Educational Service Quality An Empirical Study

Service quality is the ability of the institute to meet or exceed customer (student) expectations. Monitoring of the service quality performance of organizations (institutions) is an important factor for quality sustenance, a necessary step towards gaining the competitive advantage over the other organizations (Getty and Getty, 2003; Zeithaml et al., 2006). Research and awareness about what students think important will enable educators to better anticipate and address their particular needs which in turn will strengthen the educational institutions. The purpose of this study is to examine the usage of different dimensions of service quality in education system and evaluate the service quality (tangibility, responsiveness, reliability, assurance and empathy) with students’ satisfaction in the higher education institutes in twin cities of Hyderabad and Secunderabad. Questionnaire was administered to collect the primary related data to establish the relationship between service quality and student satisfaction in higher education. Data collected was analyzed using SPSS package. The findings of this study showed that the assurance and the reliability dimensions of service quality were the two most important dimensions and had significant positive relationship with student satisfaction. Recommendations were presented and suggestions for further research were highlighted.