Parikalpana: KIIT Journal of Management

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Assessing Service Quality in Indian Management Institutions: An Alternative View


Affiliations
1 KIIT School of Management, KIIT University, Bhubaneswar- 751024, India
2 Xavier School of Management, Jamshedpur, Circuit House Area (East), Jamshedpur 831 001, Jharkhand, India
3 Department of Business Administration, Utkal University, Vani Vihar, Bhubaneswar, India
 

The mushrooming of management institutions in India along with systematic liberalization of higher education sector means increasing competition for institutions. Students have ample choices and are less price-sensitive and more quality conscious than ever before. Quality of an institution, as perceived by its stakeholders, thus becomes important for institutions. Different agencies worldwide are rating and ranking institutions. However, there are debates about the wide disparities between, and correctness of parameters and measurement scales used. This article is based on an empirical study conducted to identify the key quality parameters and to develop a survey instrument to assess stakeholders' perception of quality of an institution. Twenty-four parameters were identified and were grouped under five major quality dimensions - both academic and non-academic. A questionnaire was developed with these parameters. Hypotheses were tested to find the relative importance of these dimensions, as perceived by students and faculty, and the correlations among them.
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  • Assessing Service Quality in Indian Management Institutions: An Alternative View

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Authors

Vijaya Bandyopadhyaya
KIIT School of Management, KIIT University, Bhubaneswar- 751024, India
Ashis K. Pani
Xavier School of Management, Jamshedpur, Circuit House Area (East), Jamshedpur 831 001, Jharkhand, India
B. B. Mishra
Department of Business Administration, Utkal University, Vani Vihar, Bhubaneswar, India

Abstract


The mushrooming of management institutions in India along with systematic liberalization of higher education sector means increasing competition for institutions. Students have ample choices and are less price-sensitive and more quality conscious than ever before. Quality of an institution, as perceived by its stakeholders, thus becomes important for institutions. Different agencies worldwide are rating and ranking institutions. However, there are debates about the wide disparities between, and correctness of parameters and measurement scales used. This article is based on an empirical study conducted to identify the key quality parameters and to develop a survey instrument to assess stakeholders' perception of quality of an institution. Twenty-four parameters were identified and were grouped under five major quality dimensions - both academic and non-academic. A questionnaire was developed with these parameters. Hypotheses were tested to find the relative importance of these dimensions, as perceived by students and faculty, and the correlations among them.