Impact of Service Quality in Higher Education-with Reference to Student Satisfaction and Loyalty-A Case Study of Costal Area of Andhra Pradesh
Author : K Suresh Kumar, Dr. R Pardhasaradhi and Dr. N Uday Bashkar
Abstract :
The SERVQUAL model's dependability, tangibility, responsiveness, assurance, and empathy are highly valued by students. Universities must ensure that their services consistently meet their actual requirements in order to safeguard the interests of their constituents. The purpose of this research is to:
i) Test a structural model that is more nuanced and can predict student loyalty based on these same criteria as well as image, perceived value, satisfaction, and service quality.
ii) The Higher Education Service Quality (HESQUAL) scale and
iii) The Service quality, which "derives from comparison of expectations with perceptions of performance and is a kind of attitude connected but not comparable to pleasure," also serves as validation for the HES.
501 students from various universities in Mauritius were surveyed to verify the model's accuracy. In the first of structural equation modeling's two-stage techniques, the measurement model is confirmed by confirmatory factor analysis.
Keywords :
Higher education, service quality, satisfaction of students, service quality
