Students’ Opinions of Service Quality in the Field of Higher Education

Janardhana Gundla Palli; Rajasekhar Mamilla

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Students’ Opinions of Service Quality in the Field of Higher Education

机译：学生对高等教育领域服务质量的看法

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This study attempts to examine the relationship between service quality dimensions and the level of student’s satisfaction with the quality of service provided in terms of reliability, assurance, tangibility, empathy and responsiveness. In public as well as in private sector the quality of education is an important factor that is considered for attracting and retaining the students who want to get higher education. Self-administered questionnaire was used in this study to collect the related data to establish the relationship between service quality and students satisfaction in higher education institutions. The sample consisted of 65 Arts students, 20 Science students and 35 Management students. Among them 62 are male and 58, female. The results show that students are satisfied with services in terms of their reliability, assurance, tangibility, and empathy but not much satisfied with responsiveness. The study revealed that the respondents who had studied self supporting course were more satisfied than the respondents who had studied different courses. In the overall satisfaction, the female respondents were more satisfied with service quality attributes of S. V. University than male respondents. Recommendations are made and guidelines for future research are also provided.

机译：这项研究试图检验服务质量维度与学生对所提供服务质量的满意度之间的关系，这些关系包括可靠性，保证性，切实性，同理心和响应能力。在公立和私立部门中，教育质量是吸引和留住想要接受高等教育的学生的重要因素。本研究采用自填问卷收集相关数据，以建立高校服务质量与学生满意度之间的关系。样本包括65名艺术专业学生，20名理科学生和35名管理专业学生。其中男性62人，女性58人。结果表明，学生对服务的可靠性，保证性，切实性和同情心感到满意，但对响应能力却不太满意。研究表明，学习过自学课程的受访者比学习过不同课程的受访者更满意。在总体满意度上，女性受访者对S.V. University的服务质量属性的满意度高于男性受访者。提出了建议，并提供了未来研究的指南。

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《Creative Education》 |2012年第4期|共9页
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Janardhana Gundla Palli; Rajasekhar Mamilla;
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中图分类文化、科学、教育、体育;
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Students’ Opinions of Service Quality in the Field of Higher Education

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