THE ROAD TO REALIZE THE VISION OF HIGHER EDUCATION IN INDIA - AN EMPIRICAL STUDY

The aim of this study is to evaluate the service quality in higher education institutions using the dimensions of SERVQUAL model. The education quality stands at the soul of education for all. A modified SERVQUAL instrument along with the focus group interviews is undertaken for this research. The main objectives of this study are to explore the services offered by Institutions of higher education, finding the perception and expectation of the students and thereby to find the gap between them. Exploratory research has been applied; an action research approach was adopted for this line of investigation. The researchers have used primary data through in depth personal interviews with the Head of Departments and Director of post-graduate and under-graduate programs & discussions among two focus groups of HODs & students of different courses. Seven item likert scales were used throughout, anchored by 1 - strongly disagree through to 7 +/- strongly agree.