Rater model in higher education

Submitted by: submitted to:

Sachin s 2SD18MBA35 Dr. Saleem, G. Sonnekhan
Sachin umberje 2SD18MBA34
Prabhuling mandewali 2SD18MBA27
Santosh lamani 2SD18MBA40
Stafy 2SD18MBA
Definition of service quality
 Service quality is a measure of how well the service
level delivered matches customer expectation.
Delivering quality service means conforming to
customer expectations on consistent basic.
Service quality in higher education
 The importance of service quality in higher education
 Development, change and overall success of an

institution.
 Preparation of future careers.
 Globalization.
Purpose of the study

 The current study thus seeks to explore the perceptions

and expectations academics on the quality of both
academic and non academic services they receive and
challenges they face.
The key service dimensions
 Reliability
 Assurance
 Tangibles
 Empathy
 Responsiveness
Reliability
 When excellent higher education institutions promise to do
some thing by a certain time, they should do so.
 When the teachers/students have a problem, Excellent
higher education institutions should show a sincere interest
in solving it .
 Excellent higher education institutions should performed
the service right the first time.
 Excellent higher education institutions should provide their
services at the time they promise to do so.
 Excellent higher education institutions should insist on
error free records.
Assurance
 The behavior of the staff at excellent higher education
institutions should instill confidence in students/teachers.
 teachers/students excellent higher education institutions
should feel safe in their transactions.
 The students of excellent higher education institutions
should be consistently courteous with teachers(students).
 The staff at excellent higher education institutions should
have the knowledge to answer teachers/students
questions.
Tangibles
 Excellent higher education institutions should have
modern looking equipment.
 The physical facilities at excellent higher education

institutions should be visual appealing.

 The students/teachers of excellent higher education

institutions should be neat appearing.

Empathy
 Excellent higher education institutions should give
teachers/students individual attention.
 Excellent higher education institutions should have

operating hours convenient to all their teachers

/students.
 Excellent higher education institutions should have the

teachers/students best interest at heart.

 Understand the specific needs of their
teachers/students.
Responsiveness
 The staff at excellent higher education institutions
should tell teachers/student exactly when services will
be performed.
 Give prompt service to teachers/students.
 Always be willing to help teachers/students.
 Never be too busy to respond to teachers/student

requests.
Education challenges
 Admission process
 Number of students
 Conferences
 Teacher/student relationship.
Thank you