Managing Service Quality in Technical Education: A Case Study Using Sap-Lap Methodology

Surjit Kumar Gandhi*, Anish Sachdeva**, Ajay Gupta***
*-*** Department of Industrial and Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandhar, Punjab, India.
Periodicity:March - May'2019
DOI : https://doi.org/10.26634/jmgt.13.4.15356

Abstract

In the customer-centric marketplace, it is getting increasingly important to add value to customer service. The service quality results in loyal customers, which boosts business performance. The present article studies the service quality given to stakeholders by a well-established group of technical institutions located in North India established since 2001. This study is carried out through a specific case study tool named as SAP-LAP (Situation-Actor-Process-Learning-Action- Performance) methodology from the stakeholders' point of view. The analysis brings out six service quality factors namelyleadership, process management, people management, resource management, customer satisfaction, and customization to influence outcome in terms of placements, reputation, growth, and sustainability of such institutions.

Keywords

Service Quality (SQ), Technical Education, SAP-LAP Methodology.

How to Cite this Article?

Gandhi, S. K., Sachdeva, A., & Gupta, A. (2019). Managing Service Quality in Technical Education: A Case Study Using Sap-Lap Methodology. i-manager's Journal on Management, 13(4), 26-39. https://doi.org/10.26634/jmgt.13.4.15356

References

[1]. Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569-581.
[2]. Angell, R. J., Heffernan, T. W., & Megicks, P. (2008). Service quality in postgraduate education. Quality Assurance in Education, 16(3), 236-254.
[3]. Arshinder, Kanda, A., & Deshmukh, S. G. (2007). Supply chain coordination issues: an SAP-LAP framework. Asia Pacific Journal of Marketing and Logistics, 19(3), 240- 264.
[4]. Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528- 540.
[5]. Bourner, T., & Flowers, S. (1997). Teaching and learning methods in higher education: A glimpse of the future. Reflections on Higher Education, 9(1), 77-102.
[6]. Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2), 174- 190.
[7]. Charan, P. (2012). Supply chain performance issues in an automobile company: A SAP-LAP analysis. Measuring Business Excellence, 16(1), 67-86.
[8]. Chatterjee, J., & Prabhakar, T. V. (2005). On to action–building a digital ecosystem for knowledge diffusion in rural India. In Knowledge Management: Nurturing Culture, Innovation, and Technology, 401-416.
[9]. Datta, B. (2003). Select studies in service quality management: conceptualization, assessment and modelling (Doctoral Dissertation).
[10]. Douglas, T. J., & Judge, W. Q. (2001). Total quality management implementation and competitive advantage: The role of structural control and exploration. Academy of Management Journal, 44(1), 158-169.
[11]. Duggal, S. M., Gupta, M. P., Chakravorty, B. N., & Taneja, R. (2001). A Case Study of Smart Card Usage in Driving License. In Proceedings of International Conference of Association of Computer Information System.
[12]. Feigenbaum, A. V. (1994). Quality education and America's competitiveness. Quality Progress, 27(9), 83.
[13].Gaston, L., & Nha, N. (1997). Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Educational Management, 11(2), 72-79.
[14].GATS. ( 2013), Marrakesh Agreement Establishing the World Trade Organization, Annex 1B, 283-317.
[15]. Grace, D., Weaven, S., Bodey, K., Ross, M., & Weaven, K. (2012). Putting student evaluations into perspective: The course experience quality and satisfaction model (CEQS). Studies in Educational Evaluation, 38(2), 35-43.
[16]. Husain, Z., & Pathak, R. D. (2002). A technology management perspective on collaborations in the Indian automobile industry: A case study. Journal of Engineering and Technology Management, 19(2), 167-201.
[17]. Jain, R., Sahney, S., & Sinha, G. (2013). Developing a scale to measure students' perception of service quality in the Indian context. The TQM Journal, 25(3), 276-294.
[18]. Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution's quest for service quality: Customers' perspective. Quality Assurance in Education, 13(1), 66-82.
[19]. Kabra, G., & Ramesh, A. (2015). Analyzing ICT issues in humanitarian supply chain management: A SAP-LAP linkages framework. Global Journal of Flexible Systems Management, 16(2), 157-171.
[20]. Kamakoty, J., Sohani, N., & Sohani, N. (2015). Determinants of service quality in education: Service provider's perspective and academician's perspective. International Journal of Services and Operations Management, 20(2), 141-164.
[21]. Karthikeyan, S., Gowri, S., Kumar, V. A., Mohan, V., & Raja, M. P. N. (2008). Effective industry institute interaction through sig for the improvement of placement activities in engineering education: A case study of Thiagarajar College of Engineering, India Between 2001-2007. Asian Journal of Information Technology, 7(6), 272-276.
[22]. Lagrosen, S., Hashemi, R. S., & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61-69.
[23]. Mahajan, R., Garg, S., & Sharma, P. B. (2013). Frozen corn manufacturing and its supply chain: Case study using SAP–LAP approach. Global Journal of Flexible Systems Management, 14(3), 167-177.
[24]. Mahapatra, S. S., & Khan, M. S. (2007). Assessment of quality in technical education: an exploratory study. Journal of Services Research, 7(1).
[25]. Nenadál, J. (2015). Comprehensive quality assessment of Czech higher education institutions. International Journal of Quality and Service Sciences, 7(2/3), 138-151.
[26]. Owlia, M. S. (1996). Quality in higher education-a survey. Total Quality Management, 7(2), 161-172.
[27]. Owlia, M. S., & Aspinwall, E. M. (1996). A framework for the dimensions of quality in higher education. Quality Assurance in Education, 4(2), 12-20.
[28]. Raja, M. P. N., Deshmukh, S. G., & Wadhwa, S. (2007). Quality award dimensions: A strategic instrument for measuring health service quality. International Journal of Health Care Quality Assurance, 20(5), 363-378.
[29]. Palanisamy, R. (2012). Building information systems flexibility in SAP–LAP framework: A case study evidence from SME sector. Global Journal of Flexible Systems Management, 13(1), 57-74.
[30]. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
[31]. Sahney, S., Banwet, D. K., & Karunes, S. (2006). An integrated framework for quality in education: Application of quality function deployment, interpretive structural modelling and path analysis. Total Quality Management & Business Excellence, 17(2), 265-285.
[32]. Sharabi, M. (2013). Managing and improving service quality in higher education. International Journal of Quality and Service Sciences, 5(3), 309-320.
[33]. Sharma, R. D., & Kaur, G. (2004). Globalisation of Indian higher education. Apeejay Business Review, 5(1), 73-78.
[34]. Singh, N., & Shalender, K. (2014). Success of Tata Nano through marketing flexibility: A SAP–LAP matrices and linkages approach. Global Journal of Flexible Systems Management, 15(2), 145-160.
[35]. Singh, V., Grover, S., & Kumar, A. (2008). Evaluation of quality in an educational institute: a quality function deployment approach. Educational Research and Reviews, 3(4), 162.
[36]. Sohail, S. M., & Shaikh, N. M. (2004). Quest for excellence in business education: A study of student impressions of service quality. International Journal of Educational Management, 18(1), 58-65.
[37]. Sultan, P., & Yin Wong, H. Y., (2010). Service quality in higher education–a review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259-272.
[38]. Sumaedi, S., & Bakti, G. M. Y. (2011). The Students Perceived Quality Comparison of ISO 9001 and Non-ISO 9001 certified school: An empirical evaluation. International Journal of Engineering & Technology (IJETIJENS), 11(1), 104-108.
[39]. Sushil. (2000). SAP-LAP models of inquir y. Management Decision, 38(5), 347-353.
[40]. Tam, M. (2006a). Assessing quality experience and learning outcomes: Part I: Instrument and analysis. Quality Assurance in Education, 14(1), 75-87.
[41]. Tam, M. (2006b). Assessing quality experience and learning outcomes: Part II: findings and discussion. Quality Assurance in Education, 15(1), 61-76.
[42].Tsinidou, M., Gerogiannis, V., & Fitsilis, P. (2010). Evaluation of the factors that determine quality in higher education: An empirical study. Quality Assurance in Education, 18(3), 227-244.
[43].Wilkins, S., & Balakrishnan, M. S. (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 27(2), 143-156.
[44]. Yeo, R. K., & Li, J. (2014). Beyond SERVQUAL: The competitive forces of higher education in Singapore. Total Quality Management & Business Excellence, 25(1-2), 95- 123.
If you have access to this article please login to view the article or kindly login to purchase the article

Purchase Instant Access

Single Article

North Americas,UK,
Middle East,Europe
India Rest of world
USD EUR INR USD-ROW
Online 15 15

Options for accessing this content:
  • If you would like institutional access to this content, please recommend the title to your librarian.
    Library Recommendation Form
  • If you already have i-manager's user account: Login above and proceed to purchase the article.
  • New Users: Please register, then proceed to purchase the article.