Empirical assessment of influential strength of service quality dimensions in Indian Universities, part I


Vivek Kr. Pathak,Swathi BV,Vipul Raj Pandey,Vineeth A,




Perceived service quality,management education,RIDIT analysis,student satisfaction,higher education,


The Indian management education sector is experiencing a highly competitive and complex environment today. Following which, the Universities and other higher educational institutions have realised the importance of being distinct from their competitors. One of the major pathway to do so is maintaining high standards in educational service quality which will foster developing positive bonding with the students. The present study is carried out with an objective to explore the dimensions influencing the service quality in management education particularly in public university system and to prioritize the dimensions from the perspective of management students. The study engaged exploratory factor analysis and independent RIDIT analysis methodology to analyse the survey responses of 211 management students of public universities. The analysis yielded seven perceived service quality dimensions,namely physical factors, leisure factors, academic factors, industry collaborations, responsiveness, learning outcome and personality development as perceived by the students from EFA. The individual items of these dimensions were then prioritised using RIDIT analysis for further interpretations and business insights. This study may benefit the university decision makers in business studies to formulate policies and strategies to assure superior students satisfaction which can later benefit the university by showing positive behavioural intentions.


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