Author(s): Naveen Nandal, Priyanka Sehgal, Yuriy Shvets, RK Kishore Patnala, Vir Ved Ratna
Purpose: The main objective of this study is to develop an empirically validated scale so that it is easier to measure the perception of students in respect of quality of services they are getting in B-Schools.
Design/methodology/approach: A 27 item questionnaire on service quality in B-school was developed and tested for reliability and validity using both exploratory and confirmatory factor analyses. SPSS 19 and AMOS 20 were used for exploratory and confirmatory factor analysis. The data was collected from MBA and BBA students of different B-schools in Delhi NCR.
Findings: The study identified six factors namely Reliability, Physical evidence, Development, Competence, Responsiveness and Delivery as the key dimensions of service quality for B-School.
Originality/value: This scale can be a great help for the industry to set up new benchmarks in the course development, academic industry interface, effective training and above all placements. Since different dimensions have been found in this research each dimension can be taken as yardstick for the overall enhancement in the quality of a B-School.