Service Quality in Higher Education. Unveiling Stakeholders' Perspectives & Scale Development

      Аннотация: It’s quite evident that any nations’ Socio- Economic Development depends on the quality in higher education of that nation for the output of higher education will be imbibe into various sectors of the country. India has one of the largest education systems in the world next to USA and China. Most of the universities in India have affiliated colleges where undergraduate and post graduate courses are being taught. In these establishments quality is quite alarming. Even on a macro sense we see a pathetic plight of higher education in India. Almost all of the Indian institutes, either in public or private sector find it tough to get into world QS rankings. Poor service quality in education might also be one of the many paralytic reasons. So much of research happened in the field of service quality and many measurement scales have been developed which on passage of time reasonably requires alterations for perfect measurement of quality. The author has made a decent attempt to measure the service quality of a higher educational institute through the perceptions of the active stakeholders by constructing two measurement scales.

Ключевые слова: HEI, SQ, s-techEduqual, t-techEduqual