Service Quality and Value Creation in Institutions of Higher Learning

Abstract

Education sector in India during last couple of decades has undergone a process of substantial change. In this state of flux it has become apparent that educational institutions especially institutions of higher learning can survive only if they are capable of understanding the requirements of system and are able to carve the niche in the market. The institutions of higher have to strive hard to create value for its students, which can be achieved by creating trust, image, and satisfied students. Therefore, the main purpose of this study is to analyze the relationship between service quality and value creation in institutions of higher learning. The study has used different dimensions of service quality and has then analyzed the influence of each dimension on the perceived value creation of institutions of higher learning. The results of the study reveal that the reliability, responsiveness, tangibility, assurance and empathy together explain 52.90 per cent variation in perceived value creation in institutions of higher learning. The results of the eight regression models developed for analyzing the influence of service quality dimensions on the perceived value creation of these institutions are all statistically significant.