AN ASSESSMENT OF SERVICE QUALITY IN HIGHER EDUCATION: STUDENTS' PERSPECTIVE (A STUDY OF PUNJABI UNIVERSITY PATIALA, PUNJAB (INDIA)

Abstract

The present paper emphasized on evaluation of service quality of Punjabi university Patiala based on student perspective. Service quality is the thrust area for survival of any educational institute. When student feel satisfied, they are more interested in the curriculum and finished their undergraduate and post graduate programme on time. Quality is the most important factor affecting the education outcome of the institute. The quality of academic services and administrative support provided by a higher education institution is a positive determinant of student's satisfaction and is instrumental in achieving their loyalty, confidence and trust. Handful studies are available on service quality assessment for higher educational institutes. A sample comprised 380 students and information was elicited using a five point likert scale employing the questionnaire method to obtain Primary data. Data were analysed with the help of Exploratory Factor Analysis(EFA) using SPSS21, Confirmatory Factor Analysis (CFA) and Structural Equation Modelling(SEM) using AMOS 18.The study concluded that students are concerned with academic administration, infrastructure facilities, library facilities, university administration, extracurricular activities, students had neutral response towards student motivation cell and students are found to be dissatisfied with placements and financial administration and study suggested for improvement of services so that needs of customer (students) are fulfilled.