Evaluating vocational education service quality using SERVQUAL at community college, Central University of Rajasthan

Abstract

Recognizing students as key stakeholders, this research aims to assess students’ satisfaction with their experiences at community college CURAJ through a Student Satisfaction Survey based on SERVQUAL model. The SERVQUAL model covers five dimensions - tangibles, reliability, responsiveness, assurance and empathy. This survey will help in strategic planning and decision-making regarding further improvement of Community College’s services to students. This paper aims to assess students’ satisfaction with their experiences at Community College, CURAJ through a Student Satisfaction Survey. A questionnaire based on five point Likert scale covering various dimensions of service have developed, put to pilot test and then administered to all students of the community college. Presently there are four batches of the B.Voc. (Interior Design) Programme. Few open ended questions will also be included in the questionnaire to assess the weakness and strength of the community college at CURAJ. The reliability of the data collected will be checked by using SPSS and the student inputs will be analyzed according to the principle of weighed averages. This survey will provide valuable information about perceived service gaps and other inputs to support strategic planning and decision-making at community college and thus help to improve quality of programmes and students’ services.