SERVICE QUALITY (SERVQUAL) ON BUSINESS AND MANAGEMENT STUDENT PERCEIVED AND DESIRED SATISFACTION: THE ANTECEDENTS WITH PRIVATE HIGHER EDUCATION INSTITUTIONS IN SIKKIM STATE, INDIA

This study attempts to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) and business and management students satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the business and management students in private higher education institutions in Sikkim State, India. This study was conducted using a set of questionnaire to 840 business and management students in private higher education institutions in Sikkim State, India. The study will provide results from empirical test of these relationships. The empirical results of this study can provide support for the Parasuraman's SERVQUAL (1985), which related to the factors contributing to business and management students in private higher education institutions in Sikkim State, India.