Using HiEduQual to Assess Student Satisfaction in Selected Higher Educational Institutions in North India

Bushra S. P. Singh


Purpose - The purpose of this study is to assess the service quality gaps in 4 universities and 6 colleges in Chandigarh, Punjab and Haryana using the HiEduQual questionnaire.

Methodology – Data collected from 256 first year students and 248 final year students was analysed using MS Excel and average expectations and perceptions score were obtained for all six dimensions namely, teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization.

Findings –Quantitative analysis revealed negative gap scores in all six dimensions.

Practical implications – Management in higher educational institutions must upgrade the ICT infrastructure in campuses. There must be use of information systems, online fees payment, interactive whiteboards for classroom teaching. Faculty exchange programmes and Industry Institute Interactions must be encouraged. Students must be offered e-library facilities, counselling services, placement services, sports and recreational facilities.

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