International Journal of Knowledge Management and Practices

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Measuring Service Quality in Management Education in India:A Conceptual Model


Affiliations
1 Research Scholar, International Institute of Professional Studies, Devi Ahilya University, Indore, Madhya Pradesh, India
2 Assistant Professor, International Institute of Professional Studies, Devi Ahilya University, Indore, Madhya Pradesh, India
     

   Subscribe/Renew Journal


Service industries are contributing potentially in building a strong economy for the nation. Thus, it is utmost important to measure service quality in different industries. Various studies have been conducted on service quality in different service industries; however, studies on service quality issues in the management education sector are relatively new as compared to other service industries particularly in the Indian context. Management education plays a very crucial role in developing an individual and society as a whole. It has been considered as one of the most popular and important professional education in India. Therefore, it is indispensable to discuss management education specifically in the Indian context. The purpose of this paper is to discuss and provide a conceptual framework regarding measuring the service quality in management education. Based on the earlier studies, the study attempts to develop a conceptual model of service quality in Management education. The paper also briefly describes the issues and challenges of service quality in management education and presents important implications.

Keywords

Higher Education, Service Quality, Management Education, Conceptual Model, Issues and Challenges, B-Schools.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Abdullah, F. (2005). The development of HEdPERF: A new measuring instrument of service quality for higher education. International Journal of Consumer Studies, 30(6), 569-581.

  • Chaudhary, S. (2011). Emerging issues in management education in India. VSRD International Journal of Business & Management Research, 1(3), 164-176.

  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: Reexamination and extension. Journal of Marketing, 56, 55-68.

  • The Economic Times. (2014). Retrieved from https://articles.economictimes.indiatimes.com/2014-07-09/news/51248263_1_services-exports-services-sector-world-gdp

  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.

  • Hampton, J. (1993). Prototype models of concept representation: Categories and concepts: Theoretical views and inductive data analysis (pp. viii, 67-95). San Diego, CA: Academic Press.

  • India Infoline News Service. (2018). Economic Survey 2017-18: Services sector contributed almost 72.5% of GVA growth in 2017-18. Retrieved from https://www.indiainfoline.com/article/news-union-budget-economicsurvey/economic-survey-2017-18-services-sector-contributed-almost-72-5-of-gva-growth-in-2017-18- 118012900155

  • Jain, R., Sinha, G., & Sahney, S. (2011). Conceptualizing service quality in higher education. Asian Journal on Quality, 12(3), 296-314.

  • Jha, S., & Kumar, M. (2011). Management education in India: Issues & challenges. Journal of Management & Public Policy, 3(1), 5-14. Retrieved from http://jmpp.in/wp-content/uploads/2016/01/Shweta-Manoj-Kumar.pdf

  • Min, S., & Khoon, C.C. (2013). Demographic factors in the evaluation of service quality in higher education: International students’ perspective. International Review of Management and Business Research, 2.

  • NDTV Profit Team, Business. (2018). GDP growth picks up pace, india fastest growing economy again ahead of China. Retrieved from https://www.ndtv.com/business/gdp-growth-rises-to-7-2-india-regains-fastest-growing-title-from-china-1818229

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991a). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991b). More on improving service quality measurement. Journal of Retailing, 69(1), 140-147.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58, 111-124.

  • Press Information Bureau, Government of India. (2018). Economic Survey 2017-18. Retrieved from https://timesofindia.indiatimes.com/realtime/Economic_Survey_2017_18.pdf

  • Sahney, S., Banwet, D. K., & Karunes, S. (2010). Quality framework in education through application of interpretive structural modeling: An administrative staff perspective in the Indian context. The TQM Journal, 22(1), 56-71.

  • Senthilkumar, N., & Arulraj, A. (2011). SQM-HEI - Determination of service quality measurement of higher education in India. Journal of Modelling in Management, 6(1), 60-78.

  • Sharma, D., Patel, A., & Sabharwal, S. (2014). A study on service quality in higher education: A conceptual framework. International Journal of Educational Management, 17(4), 141-146.

  • Shukla, S. S (2013). Management education in India: Issues and concerns. International Journal of Educational and Learning, 2(2), 15-26.

  • Stimac, H., & Simic, M. L. (2012). Competitiveness in higher education: A need for marketing orientation and service quality. Journal of Scientific Papers Economics & Sociology, 5(2), 23-34.

  • Sultan, P., & Wong, H. Y. (2012). Service quality in a higher education context: An integrated model. Asia Pacific Journal of Marketing and Logistics, 24(5), 755-784.

  • Wu, Y. (2007). Service sector growth in China and India: A comparison. China: An International Journal, 5(1). doi:10.1353/chn.2007.0007. Retrieved from https://www.researchgate.net/publication/23697485


Abstract Views: 158

PDF Views: 0




  • Measuring Service Quality in Management Education in India:A Conceptual Model

Abstract Views: 158  |  PDF Views: 0

Authors

Dharmendra Sharma
Research Scholar, International Institute of Professional Studies, Devi Ahilya University, Indore, Madhya Pradesh, India
Shilpa Bagdare
Assistant Professor, International Institute of Professional Studies, Devi Ahilya University, Indore, Madhya Pradesh, India

Abstract


Service industries are contributing potentially in building a strong economy for the nation. Thus, it is utmost important to measure service quality in different industries. Various studies have been conducted on service quality in different service industries; however, studies on service quality issues in the management education sector are relatively new as compared to other service industries particularly in the Indian context. Management education plays a very crucial role in developing an individual and society as a whole. It has been considered as one of the most popular and important professional education in India. Therefore, it is indispensable to discuss management education specifically in the Indian context. The purpose of this paper is to discuss and provide a conceptual framework regarding measuring the service quality in management education. Based on the earlier studies, the study attempts to develop a conceptual model of service quality in Management education. The paper also briefly describes the issues and challenges of service quality in management education and presents important implications.

Keywords


Higher Education, Service Quality, Management Education, Conceptual Model, Issues and Challenges, B-Schools.

References