Consequences of Service Quality Linkage - An Insight from an Empirical Investigation in Higher Education

Abstract

The objective of this paper is to present a comprehensive framework of relationship among service quality (multi-attribute measurement), overall service quality (global assessment), overall student satisfaction and behavioral intentions in higher education institutions. Data is collected from 237 undergraduate university students from the city of Bangalore. Empirical investigation is carried out to validate the framework through reliability testing, testing the significance of relationship structure using simultaneous equation model implemented using Structural Equation Modeling. Results suggest that: all path coefficients reflecting the relationship between constructs is statistically significant. The findings of the study are:1. Service quality is the main determinant of overall service quality, overall student satisfaction and behavioral intentions. 2. Overall service quality and overall student satisfaction positively influences behavioral intentions. This study will help higher education institutions to identify improvements in service quality.