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Journal of Commerce and Management Thought
Year : 2015, Volume : 6, Issue : 2
First page : ( 369) Last page : ( 382)
Print ISSN : 0975-623X. Online ISSN : 0976-478X.
Article DOI : 10.5958/0976-478X.2015.00023.3

Assessing Service Quality and Customer Satisfaction in Management Education Using SERVQUAL Model

Kamble Aakash Ashok*, Sarangdhar Praful**

Faculty, Marketing Department, Indira Global Business School, Pune

*Email id: aakash4518@gmail.com


Online published on 2 April, 2015.


This paper investigates the gaps present in the service quality of the business schools, and tries to link the same with the gaps model of service quality (SERVQUAL). The paper adopts a multidimensional view, considering the service quality from the view point of service provider as well as the customer. The prominent focus of business schools on outcomes and outputs is been studied in the paper and the shortcomings of the same are discussed. The lack of business schools to focus on the inputs and the delivery processes, leads to improper service quality which inevitably hampers the overall brand of the institute. This paper finds out the gaps in service quality in management education to ascertain the exact reasons for the same.



SERVQUAL Model, Gap Analysis, Service Quality, Management Education, Customer Satisfaction.


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