Students’ perception on service quality

Abstract

The purpose of this paper is to empirically measure the service quality level using the new industry specific scale called HEdPERF (Higher education performance- Measurement Scale) among engineering colleges / Institutions which are offering professional courses in Tiruchirappalli, Tamilnadu, India. In this study, Purposive Non-Probability sampling techniques were adopted with a sample size of 106 respondents were administered using structured questionnaire .Statistical tools namely
Univariate analysis, Multiple regression analysis and factor analysis were used for this study. From the study findings using multiple regression analysis ,attributes namely standardized syllabus and structure, quality programs, students feedback for progressive measures, empathetic administrative staffs to solve students problem and fair and equal treatment are the dominant variables strongly predicts the overall service
quality. Also, from the study findings using factor analysis, it is inferred that a HEdPERF scale is not factor loaded as per the proposed original four dimensions, instead we got a loading of eleven [1] factors/Dimensions. Hence, professional engineering institutions should concentrate their efforts on the extracted dimensions[1] perceived to be important rather than focusing their energy on a number of different attribute, which
they feel are important determinants of service quality.