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ISSN: 1649-3877

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A Model of Quality in the Education Service Sector: an Application of TOPSIS

JSME Vol 8: Issue 2, 2012

Author(s): Koushiki Choudhury (Indian Institute of Management, Calcutta, India)

Abstract:
With the advent of globalization, educational institutes in India are functioning increasingly under competitive pressures. The challenge is to determine the dimensionality of customer-perceived service quality so as to enhance customer satisfaction. This study addresses the question “how do you define service quality in education?”, with the research objective to explore the dimensions of service quality and assess performance of Higher Educational Institutes (HEIs) across service quality dimensions. A methodological modeling innovation has been in the use of TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) to evaluate the performance of the HEIs across service quality dimensions.

Keywords: Higher Educational Institutes (HEI), TOPSIS, Service Quality, Modeling, Dimensions

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