Student's Satisfaction in Higher Level Education

The emergence of a global economy due to increased trade, investment and mobility of people and, more recently, work across borders has forced nation states to adapt their systems of higher education to the changed global realities. Several countries are reshaping their systems of higher education for making them globally competitive. Pragmatism, rather than ideology, is driving this change. The Indian higher education industry is facing turbulent times. Lowering of entry barriers, the advent of distance education, the huge growth in student numbers, internationalization of education, the need to reduce dependence on government fiinding and increasing competitive pressures are the prominent forces for Change which have prompted a need to focus on quality and customer service. Quality in education services is complex in its facets largely undefined and unresearched. This paper endeavors to fill the gap in the service quality literature by reporting insights obtained in an extensive exploratory investigation of quality in the education sector.