Customer Satisfaction on Reliability Dimension of Service Quality in Indian Higher Education

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Reliability Dimension of Service Quality in Indian Higher Education</title> <meta name="description" content="Customer Satisfaction on Reliability Dimension of Service Quality in Indian Higher Education"> <meta name="keywords" content="Satisfaction, Reliability, Service Quality."> <meta name="viewport" content="width=device-width, initial-scale=1, minimum-scale=1, maximum-scale=1, user-scalable=no"> <meta charset="utf-8"> <meta name="citation_title" content="Customer Satisfaction on Reliability Dimension of Service Quality in Indian Higher Education"> <meta name="citation_author" content="Rajasekhar Mamilla"> <meta name="citation_author" content="Janardhana G."> <meta name="citation_author" content="Anjan Babu G."> <meta name="citation_publication_date" content="2013/11/02"> <meta name="citation_journal_title" content="International Journal of Industrial and Manufacturing Engineering"> <meta name="citation_volume" content="7"> <meta name="citation_issue" content="12"> <meta 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href="https://publications.waset.org/search?q=Rajasekhar%20Mamilla">Rajasekhar Mamilla</a>, <a href="https://publications.waset.org/search?q=Janardhana%20G."> Janardhana G.</a>, <a href="https://publications.waset.org/search?q=Anjan%20Babu%20G."> Anjan Babu G.</a> </p> <p class="card-text"><strong>Abstract:</strong></p> <p>The present research study analyses the students’ satisfaction with university performance regarding the reliability dimension, ability of professors and staff to perform the promised services with quality to students in the post-graduate courses offered by Sri Venkateswara University in India. The research is done with the notion that the student compares the perceived performance with prior expectations. Customer satisfaction is seen as the outcome of this comparison. The sample respondents were administered with schedule based on stratified random technique for this study. Statistical techniques such as factor analysis, t-test and correlation analysis were used to accomplish the respective objectives of the study.</p> <iframe src="https://publications.waset.org/9996897.pdf" style="width:100%; height:400px;" frameborder="0"></iframe> <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/search?q=Satisfaction" title="Satisfaction">Satisfaction</a>, <a href="https://publications.waset.org/search?q=Reliability" title=" Reliability"> Reliability</a>, <a href="https://publications.waset.org/search?q=Service%20Quality." title=" Service Quality."> Service Quality.</a> </p> <p class="card-text"><strong>Digital Object Identifier (DOI):</strong> <a href="https://doi.org/10.5281/zenodo.1089661" target="_blank">doi.org/10.5281/zenodo.1089661</a> </p> <a href="https://publications.waset.org/9996897/customer-satisfaction-on-reliability-dimension-of-service-quality-in-indian-higher-education" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/9996897/apa" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">APA</a> <a href="https://publications.waset.org/9996897/bibtex" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">BibTeX</a> <a href="https://publications.waset.org/9996897/chicago" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">Chicago</a> <a href="https://publications.waset.org/9996897/endnote" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">EndNote</a> <a href="https://publications.waset.org/9996897/harvard" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">Harvard</a> <a href="https://publications.waset.org/9996897/json" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">JSON</a> <a href="https://publications.waset.org/9996897/mla" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">MLA</a> <a href="https://publications.waset.org/9996897/ris" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">RIS</a> <a href="https://publications.waset.org/9996897/xml" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">XML</a> <a href="https://publications.waset.org/9996897/iso690" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">ISO 690</a> <a href="https://publications.waset.org/9996897.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">4726</span> </span> <p class="card-text"><strong>References:</strong></p> <br>[1] Oneil M.A. & Palmer, A. (2004), Important-Performance Analysis, A Useful Tool For Directing Continuous Quality Improvement in Higher Education Quality Reliability In Education, 12 (1), 39-52. <br>[2] Kaldenberg, Brown, W. & Brown D. (1998), Student Customer Factors Affecting Satisfaction and Assessments of Institutional Quality, Journal of Marketing Management 8 (3), 1-14 <br>[3] Valarie A. Zeithaml, leonard L. Berry and A. Parasuraman (1993). The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science Volume 21,Number 1,pages1-12 <br>[4] Hasan, Hishamuddin Fitri Abu and others (2008). Service quality and student satisfaction: a case study at private higher education institutions. International Business Research 1 (3) p 163-185. <br>[5] Kenney, Matthew G and Khanfar, Nile M (2009). Antecedents of repurchase intention: propositions towards using marketing strategy to mitigate the attrition of online students. Services Marketing Quarterly 30 (3) p 270-286. <br>[6] Finney, Treena Gillespie and Finney, R. Zachary (2010). Are students their universities’ customers? An Exploratory Study. Education Plus Training 52 (4) p 276-291. <br>[7] Sia, Mal-Kong (2011). Relationship between service gap and perception for mapping of quality attributes into four service quality factors. International Journal of Services, Economics and Management 3(1) p36-61. </div> </div> </div> </main> <footer> <div id="infolinks" class="pt-3 pb-2"> <div class="container"> <div style="background-color:#f5f5f5;" class="p-3"> <div class="row"> <div class="col-md-2"> <ul class="list-unstyled"> About <li><a href="https://waset.org/page/support">About Us</a></li> <li><a href="https://waset.org/page/support#legal-information">Legal</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/WASET-16th-foundational-anniversary.pdf">WASET celebrates its 16th foundational anniversary</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Account <li><a href="https://waset.org/profile">My Account</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Explore <li><a href="https://waset.org/disciplines">Disciplines</a></li> <li><a href="https://waset.org/conferences">Conferences</a></li> <li><a href="https://waset.org/conference-programs">Conference Program</a></li> <li><a href="https://waset.org/committees">Committees</a></li> <li><a href="https://publications.waset.org">Publications</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Research <li><a href="https://publications.waset.org/abstracts">Abstracts</a></li> <li><a href="https://publications.waset.org">Periodicals</a></li> <li><a href="https://publications.waset.org/archive">Archive</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Open Science <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Science-Philosophy.pdf">Open Science Philosophy</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Science-Award.pdf">Open Science Award</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Society-Open-Science-and-Open-Innovation.pdf">Open Innovation</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Postdoctoral-Fellowship-Award.pdf">Postdoctoral Fellowship Award</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Scholarly-Research-Review.pdf">Scholarly Research Review</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Support <li><a href="https://waset.org/page/support">Support</a></li> <li><a href="https://waset.org/profile/messages/create">Contact Us</a></li> <li><a href="https://waset.org/profile/messages/create">Report Abuse</a></li> </ul> </div> </div> </div> </div> </div> <div class="container text-center"> <hr style="margin-top:0;margin-bottom:.3rem;"> <a href="https://creativecommons.org/licenses/by/4.0/" target="_blank" class="text-muted small">Creative Commons Attribution 4.0 International License</a> <div id="copy" class="mt-2">© 2024 World Academy of Science, Engineering and Technology</div> </div> </footer> <a href="javascript:" id="return-to-top"><i class="fas fa-arrow-up"></i></a> <div class="modal" id="modal-template"> <div class="modal-dialog"> <div class="modal-content"> <div class="row m-0 mt-1"> <div class="col-md-12"> <button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true">×</span></button> </div> </div> <div class="modal-body"></div> </div> </div> </div> <script src="https://cdn.waset.org/static/plugins/jquery-3.3.1.min.js"></script> <script src="https://cdn.waset.org/static/plugins/bootstrap-4.2.1/js/bootstrap.bundle.min.js"></script> <script src="https://cdn.waset.org/static/js/site.js?v=150220211556"></script> <script> jQuery(document).ready(function() { /*jQuery.get("https://publications.waset.org/xhr/user-menu", function (response) { jQuery('#mainNavMenu').append(response); });*/ jQuery.get({ url: "https://publications.waset.org/xhr/user-menu", cache: false }).then(function(response){ jQuery('#mainNavMenu').append(response); }); }); </script> </body> </html>

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Customer Satisfaction on Reliability Dimension of Service Quality in Indian Higher Education