Paper Title
Service Quality In Higher Education: An Antecedent To Satisfaction And Behavioral Intentions

The purpose of the current study is to empirically examine the critical service quality dimensions that contributes to student satisfaction in higher education and to analyze whether satisfaction with service delivery leads to behavioral intentions for recommendation. The study, descriptive and diagnostic in nature was conducted on postgraduates graduate management students from two leading universities in South India. 216 students participated in the survey. Self-administered questionnaire was adopted to capture the perceptions of students on service quality, satisfaction and behavioral intentions. For this purpose a twenty seven items scale for service quality by Jain et al., (2012), six item scale for satisfaction and a three items scale for behavioral intentions by Atheeyaman, A. (1997) was administered. CFA was performed to assess the model fit and multi variate analysis and SEM were utilized to ascertain the relationship between the variables. Service quality was found to be a significant predictor of students’ satisfaction which in turn was found to be a significant predictor of the behavioral intentions to recommend the institute to other prospective students. The regression analysis reveals that among the eight dimensions identified, the dimension of ‘interaction quality’ had the strongest impact on student satisfaction. The study was confined to the postgraduate students in management from South India. The study holds implications for the institutions that aims to remain competitive in the landscape of education sector in India. This current study is one among the very few studies in India that empirically validates the idiosyncratic relationship between service quality, satisfaction and behavioral intentions within the educational domain specifically for Higher education. Keywords— Service quality, Higher education, Satisfaction, Behavioral intentions, Structural Equations Modelling, India.