SERVICE QUALITY IN SCHOOLS: SECONDARY SCHOOL STUDENTS' PERSPECTIVE

The present investigation was undertaken to study the perceptions and expectations
of secondary school students regarding the quality of services in schools on the basis of
board affiliation. The researcher had selected 1281 secondary school students from schools
of Greater Mumbai as sample for this study. Service quality rating scale by Parasuraman
and Zeithaml(1985) was used as tool for the study. In order to describe the data collected,
numerical determinants like mean, median, mode, standard deviation, skewness and
kurtosis were worked out. ANOVA and t-test was done to find out the significance
difference between the groups. The study found that there is no significant difference in the
perceptions of secondary school students on service quality dimensions i.e. reliability,
responsiveness, and assurance, whereas a significant difference was found in the
perceptions on tangibles and empathy dimensions of service quality on the basis of board
affiliation. However there is a significant difference in the expectations of secondary school
students on service quality dimensions i.e. tangibles, reliability, responsiveness, assurance
and empathy on the basis of board affiliation.