A study on consumer perception of service quality in higher education institutions in Thoothukudi district

Abstract

A study on consumer perception of service quality in higher education institutions in Thoothukudi district examines how students, parents, and other stakeholders evaluate various dimensions of service quality. The research focuses on critical aspects such as infrastructure, faculty expertise, administrative efficiency, curriculum relevance, and student support services, which collectively shape consumer satisfaction. In order to find discrepancies between perceived and intended service quality, the study assesses five aspects using the SERVQUAL model: tangibility, reliability, responsiveness, assurance, and empathy. It also highlights how demographic factors like gender, socio-economic background, and educational aspirations influence stakeholder perceptions. Data collection through structured surveys and focus groups ensures a robust understanding of expectations and satisfaction levels. The findings emphasize the need for institutions to adopt student-centric approaches, modernize facilities, enhance faculty performance, and improve administrative responsiveness. A significant aspect of the study is the application of EFA, or exploratory factor analysis, is used to find underlying trends in stakeholder perceptions, enabling the categorization of key factors that significantly impact service quality. By uncovering the latent constructs, the study provides actionable insights for improving institutional services, aligning them with stakeholder needs, and achieving competitive advantage in the dynamic higher education landscape. EFA strengthens the research by ensuring data-driven and evidence-based conclusions.