A STUDY ON SERVICE QUALITY AND STUDENT SATISFACTION IN HIGHER EDUCATION INSTITUTIONS WITH REFERENCE TO SALEM CITY

Author (s) : Dr.S.Krishna Priya

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Abstract :
In recent decades the commercialization of education has become more apparent and need for using marketing tools is greater than before. This study aims to identify the demographic and background information of students that differentiate their perception about quality of higher education. It attempts to examine the relationship between service quality dimensions and overall service quality (Responsiveness, Assurance, Tangibility, Empathy and Reliability). A sample of 80 students was taken from various higher education institutions in Salem city. The results indicate that all the dimensions are highly correlated and very significant with one another. Therefore, the results prove that the service quality dimensions (Tangibility, Assurance, Responsiveness, Reliability and Empathy) have a significant relationship with students’ satisfaction. This research carries value to education policy- makers and higher education authorities.

Keywords : Students’ satisfaction, Higher education institutions

Conference Date : 17/09/2021

Pages : 16

Paper ID : IESMDT15