Measuring service quality and student satisfaction in naac accredited B-schools

The new generation in search for a professional career has begun to aspire for management education. Now management education has become “Mass Education” rather than “Class Education”. The exponential growth, both in number of students and institutions has adversely affected the quality of management education. This quantitative expansion without adequate preparation has resulted in a wide divergence in the quality of education provided by B-Schools. The higher management education industry in India is encountering problems related to quality standards of education, inadequate infrastructure, industry interaction, reliability issues, course curriculum, degradation in studies and low levels of student satisfaction. To control the quality degradation in management education there should be regular feedback from those who received (students) management education. This research paper is an attempt to investigate that seeks to establish a method to predict service quality perceptions, measure the gap between expectations and perceptions of students and measure the effect of service quality on user satisfaction and institution reputation.