The delivery of information in the context of knowledge transmission in the case of Management Education Institutes (MEI) is intangible in nature. Therefore, their inputs in terms of delivery of this knowledge—faculty, equipment and the entire environment and infrastructure—are very important for research as well as quality. There exists a gap between the quality rendered by faculty and service provider, and quality required by students. It is essential to understand the exact quality required by the students to develop a course and curriculum that suit their requirements. To understand the quality required, it is mandatory for it to be measured. Service quality can be described in terms of objective and perceptual characteristics: Objective characteristics include things like, lecture time, wait time, etc., and can be easily quantified. Perceptual characteristics on the other hand, depend on the students' perceptions, which include dimensions of service quality based on the SERVQUAL and other service quality instruments. In this paper, the requirements of Business Schools in Mumbai as perceived by students, are evaluated. The questionnaire is on the basis of a hypothesized model for service quality. The responses are evaluated to assess whether the factors identified in the model significantly influence the service quality in business schools. Based on factor analysis of the responses, the authors try to develop a working model for the perceived service quality factors in Management Education Institutes. This will help to identify the improvements in Service Quality in Management Education Institutes.
Business
Schools that do not provide quality service will not only be out of competition,
but will even cease to exist. For quality service to exist and flourish, everyone
in the organization must internalize the concept that quality is a journey, not
a destination. It is impossible for a service to achieve 100% perfection on an
ongoing basis. Service quality is an integrated function, which needs inputs from
all parts of the service organization. Acceptance of a student into a good school
is a reliable indication to the recruiter that he/she is dealing with a quality
graduate. But not all schools fall into this category. There is a general concern
about the mushrooming of business schools with little or no proper infrastructure,
funds for development, quality teachers and industry interface. If the process
of delivery of education is good, quality checked and efficient, and the institute
produces good managers, leaders and citizens, the students can find good careers.
A good business school takes care of all these fundamental aspects, and leaves
a mark if constant improvements are made in each parameter of quality. This paper
focuses on the service quality in Management Education Institutes (MEI). In the
next section, we present a brief review of literature on service quality in MEI. |
