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SERVICE QUALITY IN INDIAN TECHNICAL EDUCATION

J. Franklin, M. Metilda, J. Kandaleena

Karunya University (INDIA)
Purpose:
Describing the Service Quality Dimensions in Indian Technical Education and linking those service quality dimensions with student satisfaction with their educational experience.

Design/ methodology/approach:
This study was conducted by administering 21 items of educational quality instrument and a six item satisfaction scale among the engineering students to determine their satisfaction with respect to the service quality that they experience in their education

Conclusion:
Among the 5 dimensions of educational service quality faculty members’ communication was most important factor and has significant contribution for the overall satisfaction of the students.

keywords: technical education, service quality, satisfaction.