Quality assessment of technical education using SERVQUAL: S/N ratio and grey relation analysis

Abstract

Education has a considerable role in the development of our future. Hence, the quality of education is of prime importance in crafting the future of our country. Services offered by education institutes articulate the quality of the education. This is also valid to higher education. Higher education institutes in India are increasing and thus, to remain competitive, they strive to improve the quality of education. Technical institutes are growing at a rapid pace compared to non-technical and the same is experienced in the Goa state. Hence, this paper focuses on technical higher education in Goa, India. This research investigates service attributes contributing towards the quality of technical education and suggests operating levels of these attributes to improve student performance in academics. To distinguish quality of technical education, a face to face survey with stakeholders was conducted. The SERVQUAL form questionnaire addresses five service quality dimensions. Further analysis was carried out using Signal to Noise ratio and Grey Relation Analysis to predict optimal levels of service attributes to improvised student performance.