A Conceptual Framework of Service Quality in Management Education Institution

Abstract

Higher education plays pivotal role in society formation, national growth and overall economic development. India is world’s third largest higher education provider. Despite only few Indian institutions have earned global distinction. It is now exposed to serious threat of cut throat competition in terms of quality and fulfilling the demands. Quality itself a slippery concept, and service quality increases the complexities as service itself is abstract. The fate of any institutions depends how customers evaluate service quality. This paper attempts to understand service quality in the context of higher education. A through literature reviews and research papers have been studies to have greater understanding of the service quality. It highlights service quality dimension using the SERVQUAL model and how the institute should address these issues to gain competitive advantage. Moreover, this paper creates the theoretical foundation for the further empirical research in the area of service quality in higher education.