A Study On Customers View On Dimension Of Service Quality Of Educational Consultancy Firm

Abstract

Service quality has become an important element in every sector especially in service industry. Service quality contributes to the satisfaction of various stakeholders across various service organisations. Today everyone is travelling to various places for education, but finding it difficult in selecting the best college and courses. Here Educational Consultancy plays an important role in helping them to select the best college and course. This research paper seeks to examine the dimensions of quality of service offered by educational consultancy firm. The study is conducted with the help of the primary and secondary data and the primary data was collected through structured questionnaire from the clients of educational consultancy firm. A sample 450 customers was selected using random sampling. ANOVA was used to check the significant influence of independent various (Type of course and Gender) on various service quality dimensions (Tangibility, Responsiveness, Reliability, Empathy and Assurance). The outcome of the research shows that dimension of service quality like Reliability, Tangibility, Assurance, Responsiveness and Empathy are highly influenced by Gender and Type of course and found that Assurance is the key dimension of service quality.