Dimensions of Service Quality at Private Higher Education Institutions in Sri Lanka

Abstract

The purpose of this paper is to analyse five RATER (Reliability, Assurance, Tangibles, Empathy and Responsiveness) dimensions, lead to service quality in private Higher Education Institutions (HEIs) in Sri Lanka. In total, 484 undergraduate students participated in a questionnaire survey in 46 private HEIs. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse the effect of RATER dimensions towards service quality. Results indicate that the service seeker (students) – service provider (HEIs) relationship, quality of service on RATER dimensions and mindfulness of staff of HEIs have a positive impact on service quality. Findings of this research will help the senior management of HEIs to formulate effective strategies to build in service quality culture to ensure a better quality of service to students of HEIs, thereby, attracting, gaining and retaining more students in the programmes on offer. This paper will help the management of HEIs and service providers to analyse student perception towards private HEIs.

Keywords: RATER dimensions, Service quality, Higher Education