A Study of Educational Service Quality, Satisfaction in Higher Education in India

Service quality dimensions that contributes to student satisfaction in higher education and to analyze whether satisfaction with service delivery leads to behavioral intentions for recommendation. Self-administered questionnaire was adopted to capture the perceptions of students on service quality, satisfaction and behavioral intentions. For this purpose a twenty seven items scale for service quality six item scales for satisfaction and a three items scale for behavioral intentions was administered. CFA was performed to assess the model fit and multi variate analysis and SEM were utilized to ascertain the relationship between the variables. Service quality was found to be a significant predictor of students‟ satisfaction which in turn was found to be a significant predictor of the behavioral intentions to recommend the institute to other prospective students. The regression analysis reveals that among the eight dimensions identified, the dimension of „interaction quality‟ had the strongest impact on student satisfaction.