ABSTRACT

The purpose of this paper is to examine service quality constructs which leads to student satisfaction in the setting of Indian higher management education institutes. In this study, researchers made an attempt to investigate the moderating effect of perceived trust on the relationship between service quality and student satisfaction. The findings of the study suggested that teaching skills of teacher, staff competence, reputation and access have significant impact on student satisfaction whereas generic skills of teachers and staff attitude does not influence student satisfaction significantly. Results of the study also suggested the moderating effect of perceived trust on student satisfaction. This study is a sole attempt to identify various academic and non-academic aspects of service quality which influence student satisfaction. The findings of the study suggest that it is important for management of HEI’s to recruit not only good instructors but also the competent staff.

摘要

本文的目的是检验在印度高等教育管理机构环境中导致学生满意度的服务质量结构。在这项研究中，研究人员试图调查感知信任对服务质量和学生满意度之间关系的调节作用。研究结果表明，教师的教学技能、教职员工的能力、声誉和机会对学生满意度有显着影响，而教师的通用技能和教职员工的态度对学生满意度没有显着影响。研究结果还表明感知信任对学生满意度的调节作用。本研究是唯一尝试确定影响学生满意度的服务质量的各种学术和非学术方面。