A Study of Expectations and Perceptions of Private and Govt. Polytechnic’s Teachers of Haryana with SERVQUAL Model Dimensions

Authors: Nidhi Malik

Country: India

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Abstract: Considering any other service, measuring service quality is an important issue in technical education. We believe that the quality of service of education establishments can be measured by detecting the gap between the expectations and performance of the services considered by the scholars. Therefore, on the basis of measuring the quality of service during this study Parasuraman, Zithamal and Beri (1988), the SERVQUAL model was adopted as the base quality. The SERVQUAL model measures the difference between the 5 dimensions, especially reliability, responsibility, assurance, empathy and tangibles. Specifically, a 22-item section that measures teachers’ expectations and another 22-item section that evaluates the perception of a teacher. 'Interval score' is derived for every 5 dimensions.

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Paper Id: 1707

Published On: 2018-09-11

Published In: Volume 6, Issue 5, September-October 2018

Cite This: A Study of Expectations and Perceptions of Private and Govt. Polytechnic’s Teachers of Haryana with SERVQUAL Model Dimensions - Nidhi Malik - IJIRMPS Volume 6, Issue 5, September-October 2018.

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