Nakkeeran, Senthil kumar and Arockiasamy, Arulraj (2009): Role of placement in determination of service quality measurement of higher education in India. Published in: International Journal of Management Research and Technology , Vol. 3, No. 1 (31. June 2009): pp. 293-307.
Download (372kB) | Preview
In this research paper the methodological development of a new model, namely SQM-HEI (Service Quality Measurement in Higher Education in India) for the measurement of service quality in higher educational institutions is developed. Three dimensions are arrived namely Teaching Methodology(TM), Environmental Change in Study Factor (ECSF) and Disciplinary Action(DA). The Placement is considered as the mediating factor for the outcome of education. For conducting an empirical study, data were collected from final year students of higher educational institutions across Tamilnadu. 1600 valid questionnaires were used for the analysis. The SQM-HEI captures the authentic determinants of service quality within the higher education sector. The developed 30-item instrument has been empirically tested with AMOS 7.0. The developed model is tested for Structural Equation Model and Bayesian estimation and testing. The SEM model output reveals that the RMSEA=0.049, GFI= 0.987 and NFI = 0.928. all the fit indices concludes the best fit of the model. The results from the current study are crucial because previous studies have produced scales that bear a resemblance to the generic measures of service quality, which may not be totally adequate to assess the perceived quality in higher education.
|Item Type:||MPRA Paper|
|Original Title:||Role of placement in determination of service quality measurement of higher education in India|
|English Title:||Role of placement in determination of service quality measurement of higher education in India|
|Keywords:||SQM-HEI, Service Quality, Higher Education, India|
|Subjects:||M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising > M31 - Marketing
I - Health, Education, and Welfare > I2 - Education and Research Institutions > I23 - Higher Education ; Research Institutions
|Depositing User:||SENTHILKUMAR NAKKEERAN|
|Date Deposited:||18. Nov 2010 12:23|
|Last Modified:||31. Dec 2015 01:18|
Arbuckle, J. L., & Wothke, W. (2006). Amos 7.0 user's Guide. Chicago: SmallWaters Corporation.
Bagozzi, R.P. (1994): Structural equation models in marketing research: basic principles. In R.P. Bagozzi (Ed.): Principles of Marketing Research. Cambridge: Basil Blackwell, 317-385.
Baron, R. M. & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182. Batista-Foguet, J.M. and Coenders, G. (2000): Modelos de Ecuaciones Estructurales [Structural Equation Models]. Madrid, Spain: La Muralla.
Bing, M. N., Davison, H. K., LeBreton, D. L., & LeBreton, J. M. (2002l). Issues and improvements in tests of mediation. Poster presented at the annual meeting of the Society for Industrial and Organizational Psychology, Toronto, Canada.
Bollen, K.A. (1989): Structural Equations with Latent Variables. New York: Wiley.
Brown, D.J. & Koenig, H.F. (1993) Applying total quality management to business education. Journal of Education for Business, 68, 329–329.
Browne, M.W. and Cudeck, R. (1993): Alternative ways of assessing model fit. In K.A. Bollen and J.S. Long (Eds.): Testing Structural Equation Models. Thousand Oaks: Sage, 136-162.
Cronin, J.J. and Taylor, S.A. (1992), ``Measuring service quality: a re-examination and extension'', Journal of Marketing, No. 56, July, pp. 55-68.
Cronin, J.J. and Taylor, S.A. (1994), ``SERVPERF versus SERVQUAL: reconciling performance based and perception based ± minus expectation ± measurements of service quality'', Journal of Marketing, No. 58, January, pp. 125-31.
Cuthbert PF (1996), “Managing service quality in HE: is SERVQUAL the answer? Part 1”, Managing Service Quality, vol.6, no.2, pp.11-16.
Finn, D.W. & Lamb, C.W. (1991) An evaluation of the SERVQUAL scale in retail setting. In Advances in Consumer Research Association for Consumer Research (ed. by R.H. Holman & M.R. Solomon), p. 18. Ann Arbor, MI.
Firdaus, A. (2005a), “The development of HEdPERF: a new measuring instrument of service quality for higher education”, International Journal of Consumer Studies, online publication, 20 October.
Firdaus,A. ( 2005b),”HEdPERF versus SERVPERF The quest for ideal measuring instrument of service quality in higher education sector”, Quality Assurance in Education Vol. 13 No. 4, 2005 pp. 305-328
Francis, G. (2003). Multiple Regression: Swinburne University Press.
Gelman, A., J. B. Carlin, H. S. Stern, and D. B. Rubin. 2004. Bayesian Data Analysis. 2nd ed. Boca Raton: Chapman and Hall/CRC.
Hill Y. Lomas L. and MacGregor J. (2003). ‘Students’ perceptions of quality in higher education’ Quality Assurance in Education, Vol.11 No.1, pp. 15-20.
Hill, F (1995), Managing service quality in higher education: The role of the student as primary consumer”, Quality Assurance in Education, vol.3, no.3, pp.10-21.
Hill, Y., MacGregor, J. & Dewar, K. (1996) Nurses’ access to higher education: a quality product. Quality Assurance in Education, 4, 21–27.
Ho, S.K. & Wearn, K. (1996) A higher education TQM excellence model: HETQMEX. Quality Assurance in Education, Vol.4, pp. 35–42.
Holmbeck, G. N. (1997). Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: Examples from the child-clinical and pediatric psychology literatures. Journal of Consulting and Clinical Psychology, 4, 599-610.
Hoyle, R. H. (Ed.). (1995). Structural Equation Modeling: Concepts, Issues and Applications. Thousand Oaks, CA: SAGE Publications.
James, L. R. & Brett, J. M. (1984). Mediators, moderators and tests of mediation. Journal of Applied Psychology, 69, 307-321.
Krejcie, R. and Morgan, D. (1970), “Determining sample size for research activities”, Educational and Psychological Measurement, Vol. 30, pp. 607-10.
Lassar, W.M., Manolis, C. and Winsor, R.D. (2000), “Service quality perspective and satisfaction in private banking”, Journal of Services Marketing, Vol. 14 No. 3, pp. 244-71.
Mahapatra S.S. and Khan M.S.(2007), “A neural network approach for assessing quality in technical education: an empirical study”, International Journal of Productivity and Quality Management, 2007, Vol. 2, No. 3, pp 287-306
McElwee, G. & Redman, T. (1993) Upward appraisal in practice – an illustrative example using the QUALED model. Education and Training, Vol.35,pp. 27–31.
Mehta, S.C., Lalwani, A.K. and Han, S.L. (2000), “Service quality in retailing: relative efficiency of alternative measurement scales for different product-service environments”, International Journal of Retail & Distribution Management, Vol. 28 No. 2, pp. 62-72.
Oldfield, B.M. & Baron, S. (2000) Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, Vol.8, pp.85–95. Rigotti, S. & Pitt, L. (1992) SERVQUAL as a measuring instrument for service provider gaps in business schools. Management Research News, Vol. 15, pp. 9–17.
Robledo, M.A. (2001), “Measuring and managing service quality: integrating customer expectations”, Managing Service Quality, Vol. 11 No. 1, pp. 22-31. Schumacker, R.E. and Lomax, R.G. (1996):A Beginner’s guide to structural equation modeling. Mahwah: Lawrence Erlbaum.
Sureshchandar G.S., Rajendran C. and Anantharaman R.N. (2001), ‘A holistic model for total quality service’ International Journal of Service Industry Management, Vol.12 No.4, pp 378-412
Tate, R. (1998). An introduction to modeling outcomes in the behavioral and social sciences. Boston, MA: Pearson Custom Publishing.
Teas, R.K. (1993) Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, Vol. 57, pp. 18–34.
Zeithaml, V. (1987), “Defining and relating price, perceived quality and perceived value”, Request No 87-101, Marketing Science Institute, Cambridge, MA.