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Whither service quality in Indian B-Schools: an analytical approach

Author

Listed:
  • Neeraj Pandey
  • Mohit Sharma

Abstract

The service quality delivery by a particular B-School influences its student satisfaction and ranking. This paper calculates the gaps in the service quality delivery of Indian B-School, thereby highlighting what the Indian management students' actually seek in a B-School with regards to service quality. Pertinent hypotheses developed using system dynamics, were tested to get insights into student's preferences vis-a-vis service quality delivery in a B-School. Also it assessed the adapted SERVQUAL instrument reliability and validity for measuring service quality in management-related professional courses. It gave interesting insights into what service quality dimensions Indian students prefer in a B-School. Students gave highest weightage to empathy over other factors in a B-School followed by tangibility and assurance. The modified SERVQUAL instrument also indicated the areas in which the B-School needs to focus in order to enhance its student's satisfaction.

Suggested Citation

  • Neeraj Pandey & Mohit Sharma, 2011. "Whither service quality in Indian B-Schools: an analytical approach," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 4(1), pages 48-72.
    • Handle: RePEc:ids:ijicbm:v:4:y:2011:i:1:p:48-72
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