QUALITY IN EDUCATION: COMPARATIVE STUDY OF INSIDE AND OUTSIDE CUSTOMERS

P. Deshwal

NSIT, University of Delhi (INDIA)
The purpose of this paper is to compare the service quality gap of teachers and students of one of the best engineering colleges in Delhi, India. This study also suggests minimizing this gap through various points.

A modified SERVQUAL instrument was used on 65 permanent faculty members and 225 students who were selected from an engineering college in Delhi. A questionnaire was developed on five points “Very Satisfied, Satisfied, Neutral, Dissatisfied and Very dissatisfied”. A personally administered questionnaire was used to collect the data for this study. All permanent engineering faculty members and undergraduate students in the engineering college of Delhi constituted the population of this study. . The collected data were entered in SPSS 16 and were analyzed using descriptive statistical methods Mean, Standard Deviation and Mann-Whitney U test. Finding of this study suggests some gap on the various dimensions of quality

This research would be beneficial for top management by getting the service quality gap of teachers and students. With the findings from the study they can design a quality system for faculty members and students. Most studies on service quality at engineering institutions tend to concentrate on the faculty members, undergraduate students and post graduate students. As the comparative quality gap study between permanent faculty members and students is required so research on this segment is needed.