A MODEL FOR SERVICE QUALITY IN INDIAN TECHNICAL EDUCATION

The contemporary study tries to study the area of technical education to improve and realistically validate the model for service excellence. Looking at the existing perception of service quality, the anticipated model proposes the service quality as a multidimensional and hierarchical concept. As per this anticipated model, there are two primary dimensions of service quality which are, in turn again described by a number of resultant sub-dimensions: (i) Program Quality, consisting of schedule, industry collaboration, nature and condition of input, intellectual amenities; (ii) Quality of Students' Life, consisting of extra-curricular activities, support services, and communication quality. Thus, a structural model linking service quality to the outcome and the reputation of the institute was developed. The structural model was analyzed using structural equation modelling. These study further proceeds to build a powerful and positive relationship between service quality on one hand and outcome and reputation of an institute on the other. The study further investigated the mediating role of outcome; the results confirmed the mediating role of outcome in the relationship between service quality and reputation of an institute. The model presented in this study makes a significant addition to the theory and practice. Results recommend that students evaluate service quality at an overall level, individual dimensional level, and at each sub-dimensional level. The proposed hierarchical structure of the service quality model tries to overcome the inconsistency that exists in the perception of service quality in the technical education. The scale can be used as a symptomatic tool to identify poor and/or excellent service administration by professionals. This piece of information is very much helpful, given that approach of the service quality are shown to leverage the result and acceptability of an institute.