Determinants of service quality in education: service provider's perspective and academician's perspective

Kamakoty, Juhi; Sohani, Nagendra; Sohani, Neena

doi:10.1504/ijsom.2015.067474

Cited by 9 publications

(7 citation statements)

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“…Managers working in the surveyed units under study also believe that they are providing good service quality to their workers. These findings are in line that of Sedmak (2016); Kamakoty and Sohani (2015); Yoo and Donthu (2001); and who compared quality management practices of Indian manufacturing organizations with those of global firms and found that Indian manufacturing units do not lag behind these industrialized countries in term of valuing long-term relationship with their supply chain stakeholders. The results are not only interesting but also are significant.…”

Section: Descriptive Statisticssupporting

confidence: 89%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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This study uses a hybrid scale to identify the factors contributing to internal and external service quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop floor workers and executives working in different SMEs situated in northern India participated in an interview schedule to rate the quality of services being offered to (and delivered by) the employees in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation Modelling developed a model showing how organization's HR practices influences employee service quality which consequently leads to Satisfaction and Loyalty which are the established indicators of competitive advantage for such firms. The model is empirically validated using model fit indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement of employee service quality in a relatively less explored sector. This study finds support for strengthening relationships with employees to achieve a culture of achievement in SMEs. The two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation of services being offered to (and delivered by) their employees. The methodology used may be applied in more such settings for evolving a generic and tailor-made scale.

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Section: Descriptive Statisticssupporting

confidence: 89%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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“…All India Council for Technical Education, New Delhi, an apex body for governing technical education, indicated that approximately 45% of seats remained vacant in the 2019-2020 academic year, which was earlier noticed to be 38% in 2012-2013. Most of the studies have verified that this situation is due to problems pertaining to awareness, attraction, recognition of needs and service offers ( Kamokoty et al, 2015 ; Upadhayay & Vrat, 2017 )…”

Section: Introductionmentioning

confidence: 99%

Making it normal for ‘new’ enrollments: effect of institutional and pandemic influence on selecting engineering institutions under the COVID-19 pandemic situation

Mahajan

Patil²

2021

Heliyon

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“…Para pengkaji berpendapat bahawa pelajar mungkin tidak mempunyai jangkaan yang jelas tentang perkhidmatan pendidikan tinggi (Joseph & Joseph, 1997;Ford et al, 1999;Angell et al, 2008). Idea ini telah digunakan secara meluas dalam pelbagai kajian yang bertujuan mengukur kualiti perkhidmatan institusi pendidikan (Ganguli & Roy, 2010;Ibrahim et al, 2012;Enayati et al, 2013;Abdelhak et al, 2015;Kamokoty et al, 2015;Kolar et al, 2018).…”

Section: Kualiti Institusi Pendidikanunclassified

Pengaruh Kualiti Perkhidmatan Institusi, Kepuasan Latihan Industri dan Pembelajaran Terarah Kendiri Terhadap Kebolehgajian Pelajar Kolej Vokasional di Sabah

Gili

Ambotang

2019

MJSSH

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Isu pengangguran graduan kesan daripada kepesatan perubahan pasaran buruh yang disebabkan oleh ketidaktentuan sosioekonomi, perubahan organisasi serta kemajuan teknologi telah mendapat perhatian bukan sahaja di Malaysia, bahkan juga di peringkat global. Isu yang sangat sinonim dengan kebolehgajian ini perlu ditangani oleh semua pihak termasuklah institusi pendidikan tinggi, pihak industri yang menawarkan kolaborasi latihan serta individu pelajar sendiri. Justeru itu, kajian ini bertujuan untuk mengenal pasti pengaruh pengalaman pembelajaran pelajar yang berkaitan dengan kualiti perkhidmatan institusi, kepuasan latihan industri, dan pembelajaran terarah kendiri (PTK) terhadap tanggapan kebolehgajian diri khususnya dalam kalangan pelajar kolej vokasional di Sabah, Malaysia. Antara teori dan model yang digunakan sebagai panduan kajian ialah Model SSPE (Students Self-Perceived Employability), Model HESQUAL, Model Kepuasan Internship dan Model PRO-SDL (Personal Responsibility Orientation of Self-Directed in Learning). Kajian kuantitatif yang mengaplikasikan kaedah tinjauan cross-sectional ini menggunakan satu set soal selidik berstruktur yang diadaptasi. Kajian rintis melibatkan 105 responden mendapati bahawa kesemua instrumen yang digunakan mempunyai kesahan dan kebolehpercayaan yang tinggi. Kajian ini diharap dapat membantu para pemegang taruh KV di semua peringkat khasnya di peringkat institusi, industri dan pelajar sendiri dalam menambah baik program pendidikan sekali gus memastikan matlamat serta objektif untuk meningkatkan kebolehgajian pelajar dapat dicapai dengan cemerlang melalui intervensi kualiti perkhidmatan, latihan industri dan gaya pembelajaran terarah kendiri.

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Determinants of service quality in education: service provider's perspective and academician's perspective

Cited by 9 publications

References 0 publications

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Making it normal for ‘new’ enrollments: effect of institutional and pandemic influence on selecting engineering institutions under the COVID-19 pandemic situation

Pengaruh Kualiti Perkhidmatan Institusi, Kepuasan Latihan Industri dan Pembelajaran Terarah Kendiri Terhadap Kebolehgajian Pelajar Kolej Vokasional di Sabah

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