Service Quality and Student Satisfaction in B-Schools - Mohammad Razi-ur-Rahim - Bog

The quantitative expansion without adequate preparation and even the basic infrastructure has adversely affected the quality of management education. Hence there is an urgent need for developing a monitoring system for management education. To control the quality degradation in management education there should be a regular feedback from those who received management education as well as by the users of the product. a continuous dialogue with the users in public and private undertakings as well as in the academic field would serve a dual purpose of having a rapport with the users. Higher management education institutes need to take into account the importance of service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility. Customer service initiatives are, thus closely related to quality improvement initiatives. The strategy to consistently deliver superior service quality is a key for institutes to position themselves more effectively in this very competitive industry. The B-schools should assess service quality regularly as service quality perception of students are always changing.