Service Failures To Service Quality: Evidence From The Education Sector

Abstract

When Quality is a universally accepted phenomenon, it becomes mandatory for educational sector too. The popular model to check the quality dimensions of the service sector is the SERVQUAL model, a widely used tool in service quality management. As this model is designed for the service sector, this model can be effectively applied to the educational sector. The major objectives of this study is to understand the level of perception for each SERVQUAL item among B-school students and to assess the perceived service failures in B schools. The respondents, who are the primary beneficiaries of this research, were 248 students pursuing an MBA or PGDBM in Bangalore. The t-test and the Analysis of Variance test were applied to compare the means in different sample groups. The results of this study indicated that the service failure items significantly predicted the overall SERVQUAL. Staff Unavailability and Poor classroom structure, Lack of qualified staff, Lack of efficient and friendly services, poor fee structure, Lack of adequate information, Lack of Time management and long travel hours were negatively correlated.