Assessment of service quality in private higher secondary schools in kanyakumari district

Abstract

The service quality in the education sector is not only essential and newlinesignificant, but it is also a critical indicator of educational excellence. newlineHowever, a few studies were focused on service quality in higher secondary newlineschools. So, this study aims to assess the service quality in the private higher newlinesecondary schools (PHSS). This study focuses on service quality dimensions newlinethat have been broadly described by ServQual model, viz., tangibility, newlineresponsiveness, reliability, assurance, and empathy. Furthermore, this study newlinehas been analysed the effect of service quality on students satisfaction and newlineloyalty. The descriptive method of research has been adopted to achieve the newlineresearch objectives. The sample size of 1,056 students of PHSS in newlineKanyakumari district has been selected under the proportionate random newlinesampling method. A questionnaire is used to collect qualitative data from the newlinestudents. newlineThe study results showed that the overall expectation is lower than newlinethe PSQ. The positive score to the service quality dimensions depicts that newlinethe private schools have been providing services beyond the expectations of newlinethe students. Thus, the service quality in PHSS has strongly influenced the newlinestudents satisfaction and student loyalty. Similarly, Students satisfaction newlinewith services has strongly impacted the loyalty of students towards PHSS. newlineThe outcome of this research will provide inputs for prospective researchers newlineto comprehend and investigate the service quality dimensions where the newlineservice quality does not satisfy the student expectations. The study results newlinewill give insights for the management of schools to enhance their service newlinequality to compete with their rivals.