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Assessing Quality of University Examination System using SERVQUAL Model: Viewpoints of Technical Undergraduate Students in Rajasthan


Dr. Irum Alvi , Department of Humanities English and Applied Sciences, Rajasthan Technical University, Kota Rajasthan; Mrs. Anamika Sharma, Department of Mechanical Engineering .Organization/ Institution Affiliation: Rajasthan Technical University, Kota Rajasthan


Examination system, SERVQUAL model, Pre-examination, Examination and Post-examination phases


This study was conducted at a Technical University in Rajasthan, India to assess Technical students’ satisfaction of the University Examination using SERVQUAL model. The SERVQUAL instrument was adapted and modified to capture the relevant data. A total of 135 students were employed in the study. Data were analyzed using SPSS (version 23.0) for descriptive statistics. Student satisfaction regarding quality of University Examination was determined by the service quality gap model studying, Tangibles, Reliability, Responsiveness, Assurance, and Empathy dimensions. The result indicated that the there was a negative gap between the Technical students’ expectations and perception of the University Examination Service Quality. Overall services quality mean was (-2.012±.1135). The highest and lowest differences of mean scores between students’ expectations and perceptions were in the reliability (-2.324) and tangibility (-1.698) dimensions respectively. Paired t-test showed the significant statistical differences between students’ expectations and perceptions (ρ < <0.001) in all dimensions of the examination. Negative quality gaps in all three phases of examination, i.e. Pre-examination, Examination and Post-examination, indicated that a methodical approach for quality improvement needs to be developed by the Technical University and calls for management action to improve service delivery in those areas.

Other Details

Paper ID: IJSRDV5I41209
Published in: Volume : 5, Issue : 4
Publication Date: 01/07/2017
Page(s): 1820-1830

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