International Research journal of Management Science and Technology

  ISSN 2250 - 1959 (online) ISSN 2348 - 9367 (Print) New DOI : 10.32804/IRJMST

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RELATIONSHIP AMONG SERVICE QUALITY DIMENSIONS, PERCEIVED VALUE, CUSTOMER SATISFACTION AND LOYALTY IN HIGHER EDUCATION

    2 Author(s):  SAVITHA. S., DR. P. V. PADMAJA

Vol -  8, Issue- 4 ,         Page(s) : 153 - 163  (2017 ) DOI : https://doi.org/10.32804/IRJMST

Abstract

Education in general and higher education in particular contributes towards socio-economic development of a country. Quality has become predominant part of all organizations including service industries. Higher attention on service quality has resulted in increasing profits. Education is a service industry. It needs to adopt the techniques in measuring the quality of its services and the satisfaction of its customers. This paper focuses on establishing the relationship among service quality dimensions, perceived value, customer satisfaction and loyalty using student satisfaction index model. Data was collected from a sample of undergraduate students of colleges affiliated to Bangalore University. The study revealed that a positive relationship exists among all the dimensions. Student satisfaction index model fitted the data reasonably well and explained most of the variance in the model’s endogenous constructs.

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