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An Instrument for Measuring Engineering Education Quality from Students' Perspective

Summary: [This abstract is based on the authors' abstract.]An instrument is developed to measure customer-perceived quality of higher engineering education. Critical determinants of educational service quality are identified, and the instrument is described. Using data collected from students in public and private engineering institutions in South India, the instrument framework was empirically tested for unidimensionality, reliability, and construct validity. The study established the relationship between service quality, customer value, and customer satisfaction.

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  • Topics: Customer Satisfaction and Value, Engineering, Global Quality
  • Keywords: Customer satisfaction (CS),Educational service,Engineering,Higher education,International quality study (IQS),Management commitment,Service quality
  • Author: Sakthivel, P.B.; Raju, R.
  • Journal: Quality Management Journal