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ASSESSING SERVICE QUALITY SATISFACTION: A COMPARATIVE ANALYSIS OF PUBLIC & PRIVATE MANAGEMENT INSTITUTES

Rachita Sambyal, Preeti Salathia

Abstract


The paper presents a comparative analysis between public and private management institutes to entice predictors of quality and assessing significant mean differences in the level of academics, administrative staff, infrastructure, library services and career development practices. The data were obtained by applying census method from 166 (effective response) management students of J&K State through questionnaire. CFA and T-test was used to test the proposed hypotheses. The results showed significant mean difference between public and private management institutes regarding career development practices as well as vision and commitment of top management and partial mean differences regarding the academics, administrative staff, infrastructure and library services.


Keywords


Quality, Customer satisfaction, Service gaps, Management institute, Service quality in education, Comparative analysis

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