• Dr.P.Madhan Kumar
• Salauddeen Shaik

Service quality in Higher Education Setting has been received considerable attention during past few years. However, service quality dimension and its approach in higher education setting is still not clear. Against this back ground the aim of this study is to explore the potential effect of service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) on Student Satisfaction, with moderating role of gender. A survey was conducted among the students studying in public, deemed and private universities in Tamilnadu. This research has adapted descriptive research in the form of cross section research design. A measuring instrument in the form of structured questionnaire was distributed by means of convenience sampling to the respondents. Around 536 students participated in the study and a questionnaire was administered with each of them separately. Data analysis was performed using statistical software SPSS and AMOS. Multiple regression analysis was used to examine the relationship between service quality and student satisfaction. The results revealed that four predictor variables namely, Reliability, Assurance, Empathy and Responsiveness were significantly influencing students’ satisfaction. Among Four predictor variables reliability had the highest impact on students’ satisfaction. More over results reveals, gender moderates the relationship between three service quality dimensions (Reliability, Assurance and Empathy) and Student satisfaction. Finally this study concludes with important implications for educational institutes and future research in the area of service quality

Service quality, Servqual, Student Satisfaction, Gender

"An Assessment of Service Quality in Higher Education", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 12, page no.221-228, December-2018, Available :http://www.jetir.org/papers/JETIR1812231.pdf

"An Assessment of Service Quality in Higher Education", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 12, page no. pp221-228, December-2018, Available at : http://www.jetir.org/papers/JETIR1812231.pdf