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ERIC Number: EJ1102294
Record Type: Journal
Publication Date: 2012
Pages: 16
Abstractor: As Provided
ISSN: ISSN-0973-8827
Customer Satisfaction versus Infrastructural Facilities in the Realm of Higher Education--A Case Study of Sri Venkateswara University Tirupati
Janardhana, G.; Rajasekhar, Mamilla
Journal on Educational Psychology, v6 n1 p53-68 May-Jul 2012
This article analyses the levels of students' satisfaction and how institution provides infrastructure facilities in the field of higher education. Infrastructure is the fastest growing segment of the higher education scenario. Universities play a very vital role in a country in terms of their potential. It contributes to employment and growth. The basic objective of this paper is to look for students' satisfaction in Sri Venkateswara University. After a careful study of academic standards in higher education, an attempt is made to assess the student satisfaction in different categories of university colleges with regard to infrastructure facilities such as class room and lab facilities, amenities in the hostel, library, sports facilities etc., a framework was developed to examine the satisfaction issues surrounding university. The framework looks at the important interlinks among demographic characteristics, behavior characteristics, infrastructural facilities and overall customer satisfaction. Students first form expectations of service performance prior to purchasing or use. The customer then compares the perceived performance to prior expectations. Customer satisfaction is seen as the outcome of this comparison. The study area for this study was Sri Venkateswara University, Andhra Pradesh. The sample respondents were administered questionnaires randomly. The results of the study show that: appropriate statistical analyses such as factor analysis, correlation analysis, multiple regressions, multivariate analysis of variance, and multivariate analysis of covariance were used to fulfill the respective objectives of the study. This study also tries to highlight the importance of students' satisfaction assurance of service providers and using quality equipment in education. This paper can be useful to the planners and marketers in formulating strategies to maintain or enhance their competitiveness when compared with other universities.
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: India
Grant or Contract Numbers: N/A