Evaluating the Impact of Service Quality on Educational Institutions: A Case Study of Management Institutes in Andhra Pradesh

Abstract

The role of service quality in determining the effectiveness of educational institutions is important since this will determine the level of its student satisfaction, academic outcomes and institutional reputation. The present study tries to describe the significant factors like infrastructure, faculty competency, administrative efficiency, and institutional ranking on service quality of management institutes in Andhra Pradesh. Data collected from 400 students of ten management institutes were used and a quantitative approach was taken. An examination of results shows that a score of 4.2/5 was given to infrastructure quality while faculty expertise gained a score of 4.5/5, suggesting the high academic environment present in private institutions. The administrative efficiency was 3.6/5; the government funded institutes lagged behind as compared to other institutes, which translated into delay in their services like student support services. Comparative study is done with existing literature and it is found that private institutions do better in service delivery because of resource flexibility and governance autonomy. Then, student satisfaction scores at the top 10% of ranked institutes was 18% higher than lower-ranked institutes. Lastly, the study suggests investments in training for faculty, developing digital infrastructure, and implementing reforms in administration to enhance overall service. The potential future research can look to long term student career success (or lack thereof) as an indicator of service quality.