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Asian Journal of Marketing
  Year: 2010 | Volume: 4 | Issue: 3 | Page No.: 144-154
DOI: 10.3923/ajm.2010.144.154
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Service Quality in Higher Education: An Exploratory Study

R. Jain, G. Sinha and S.K. De

In pursuit of excellence it is increasingly important to identify demands and values of customers. Service quality has been identified as one such demand. Thus, the purpose of the current study is to develop a multidimensional scale to measure service quality of higher education. A questionnaire consisting of 43 items was developed to measure the construct and its dimensions. Construct validation using exploratory factor analysis showed an interpretable latent structure consisting of twelve factors. Thus it is concluded that service quality in higher education setting comprises of twelve factors such as visual appeal, outcome, campus, reputation, input quality (students), industry interaction, support facilities, input quality (faculty), inter personal relationships, curriculum, academic facilities and processes.
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How to cite this article:

R. Jain, G. Sinha and S.K. De, 2010. Service Quality in Higher Education: An Exploratory Study. Asian Journal of Marketing, 4: 144-154.

DOI: 10.3923/ajm.2010.144.154


17 May, 2011
Mike, Young:
Jain, Sinha, and De did not tell readers where they conllected data.

Did they sample students in India?





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