PRESENTATION ON THE TOPIC: SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical

Factors from Faculty and management Perspective in Higher Education

BY ROHIT KUMAR SHAW MAUSHMI RONAL MUKHERJEE 35 63 64

ACKNOWLEDGEMENT
We take this opportunity to express our sincere thanks to all those people who played an instrumental role in the successful completion of our project by their constant support and encouragement.

At the very outset, We would like to express our gratitude to Dr.Kaushik Mandal and Mr. Chandan Banerjee for providing us an opportunity to prepare a LiveProject and all the Faculty Members for their unconditional love, help and support.

We would also like to acknowledge our thanks to Department head Dutta, without whom, this work would not have come into existence.

Dr. Avijan

Last, but not the least, We would like to thank all the respondents, friends and family members who helped us to carry out this project.

OBJECTIVE

The main objective of this project is to adapt the SERVQUAL scale to the Higher education service activity and to present the results of its application in an institution for teaching engineering. The quality of Higher education is fundamental to a countrys development because universities are the ones that prepare the professionals who will work as managers in companies and manage public and private resources and care for the health and education of new generations. Higher education has been increasingly recognized as a service industry and, as a sector, it must strive to identify the expectations and needs of its clients, who are the students. According to Lovelock (2001), education service is classified as a service with intangible actions, directed towards the minds of people, with continuous delivery, conducted through a partnership between the service organization and its client, and although it provides high personal contact, there is low customization. The institutions must work to obtain a standard of quality that exceeds client and/or student expectations and needs, extrapolating the assessments from legal demands .

SERVQUAL

According to Parasuraman, Zeithaml and Berry (1985), regardless of the type of service, consumers basically use the same criteria to assess quality. Service quality is a general opinion the client forms regarding its delivery, which is constituted by a series of successful or unsuccessful experiences. Managing gaps in service will help the company improve its quality. But gaps are not the only means clients use to judge a service. They can also use five broad-based dimensions as judgment criteria: reliability, tangibility, responsibility, security and empathy . These elements clearly have a highly subjective factor linked to the person who perceives the service. In reality every type of service can have determining factors that are considered more important than others, which will depend on environment characteristics or type of activity.

FIVE FACETS OF SERVQUAL

1. Tangibles: physical facilities, equipment, appearance of personnel. 2. Reliability: ability to perform the promised service dependably and accurately. 3. Responsiveness: willingness to help customers and provide prompt service. 4. Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence. 5. Empathy: caring, individualised attention.

ANALYSIS OF THE RESULT FOR STUDENTS

RANKING OF THE GAPS ACCORDING TO THEIR NEGATIVE VALUE
training on state of the art prob. solving skills design of course based on job well equipped lab enhancement of knowledge good comm. skills of staff classroom management prac. orientation on edu. extra academic activities well organised lectures transparency of norms adequate facilities to render services adequacy of subject teachers courteousness and willingness recognition of students cleanliness and orderliness prompt service at service dept. extra curricular activites supervision of students works comprehensive resources academic and recreational facilities well equipped comm. Lab oppo. for placements adherence to schedule available for student consultation -0.15789 -1.78947 -1.05623 0.052632 -0.15789 0.052632 -0.31579 -1.47368 -1.89474 -1.63158 -1.10526 0.105263 -1.42105 -1.47368 -1.89474 -0.42105 -1.52632 0.105263 -1.68421 -1.52632 0.052632 -1.21053 -2.68421 -0.68421 -0.68421 14 3 10 14 13 7 2 5 10

8 7 2 12 6

4 6

9 1 11 11

ANALYSIS OF THE RESULT FOR TEACHERS

RANKINGS ACCORDING TO THEIR NEGATIVE VALUE
training on state of the art prob. solving skills design of course based on job well equipped lab enhancement of knowledge good comm. skills of staff classroom management prac. orientation on edu. extra academic activities well organised lectures transparency of norms adequate facilities to render services adequacy of subject teachers courteousness and willingness recognition of students cleanliness and orderliness prompt service at service dept. extra curricular activites supervision of students works comprehensive resources .2 -0 .4 0 .2 0 -0.3 -0.9 -0.8 0 0.2 -0.5 -0.4 -0.5 -0.1 0.1 -0.5 -0.2 0.2 0.4 -0.3 5 3 6 3 4 3 7 5 1 2 4 -0.2 0 6

academic and recreational facilities well equipped comm. Lab oppo. for placements adherence to schedule available for student consultation

0.2 0.2 -0.9 -0.1 0.2 1 7

PERCENTAGE OF NEGATIVE ANSWERS

CONCLUSION
According to this survey done on nshm knowledge campus, we came to know that the students were not satisfied with their placements and were also not satisfied with the extra academic activities the college was providing. So to raise the level of management education in their college the authorities must look at these things, Also the faculties and employees were not happy with the facilities they were getting so they were not able to provide the expected service. The management must consult the teachers and employees so that they decision they take are for the upliftment for the college .