Assessing Gaps in Expected and Delivered Service Quality of Higher Educational Institutions: An Empirical Study

Abstract

Improving student satisfaction and educational performance in higher education requires evaluating gaps between expected and provided service quality. When it comes to the standard of instruction, facilities, support services, and the entire educational process, students frequently have high expectations. The perceptions of students and the reputation of the school may suffer when these expectations are not fulfilled. Institutions can use the several models, which gauges service quality along multiple dimensions such as tangibles, certainty, responsiveness, and empathy, to evaluate these gaps. Data about student expectations and actual experiences can be gathered with the aid of surveys and feedback systems. Disparities between expected and delivered services can be identified to help institutions identify areas that require improvement. Strategic planning, infrastructure spending, teacher development, and improved student support services are all necessary to close these disparities. Services must be continuously adjusted and monitored in order to meet the changing demands of students. Higher education institutions may create a more favourable learning environment, increase student retention, and keep their competitive advantage in the education market by bridging these gaps. Sample of 210 students of higher education institutes were surveyed to assess the gaps in expected and delivered service quality of higher educational institutions and found that there is significant difference between expected and delivered service quality of higher educational institutions