Impact of service quality on students’ satisfaction Dr. Ravindran D. Sudharani1, Professor, Kalpana M.2, Ph.D Research Scholar, Ramya K.3, Ph.D Research scholar 1PSG Institute of Management, PSG College of Technology, Coimbatore 2Department of Humanities, PSG College of Technology, Coimbatore 3Avinashilingam School of Management Technology Avinashilingam Institute for Home Science and Higher Education for women, Coimbatore Online published on 3 January, 2012. Abstract Purpose - This study focuses on the relationship between service quality and students satisfaction among management graduates. Design/Methodology/Approach – The five elements of SERVQUAL proposed by Parasuraman et al (1988) and overall satisfaction was studied using structured questionnaire among 300 post graduate students pursuing MBA programme in Coimbatore city. Non-probability convenience sampling was used in selecting the respondents. Findings - Five service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) have strong relationship with students’ satisfaction. Among SERVQUAL dimensions, assurance and tangibility were found to have stronger impact on students’ satisfaction. Practical Implications - B-School administrators would concentrate on the factors that have been given priority by the students in assessing the quality of services and satisfaction so that they would able to generate positive word-of-mouth about the institution. Originality/Value – Findings of this study provide students insights into the service quality of B-Schools by which they evaluate and make a choice of the institution for higher education. Top Keywords Students’ Satisfaction, SERVQUAL, Higher Education, Management graduates Paper type -Research paper. Top |