A Study on Gap Analysis in Service Quality Expectations among Gen Y Customers with special reference to B Schools in the Coimbatore District

Abstract

Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps.SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions. In this paper the servqual instrument has been used to check the quality of service provided by Educational Institution towards the students. In this thesis we are doing the research on the service quality expectations among GEN Y customers across various B schools in and around Coimbatore. Here we have analyzed the expectations of students who are right now pursuing their course and what type of service they received from their institution. The study was  performed by distributing the questionnaire and collecting the responses of students from various b schools in and around Coimbatore. At the end, we came out of our own understandings that most of the student’s expectations are really high while compare to service what the institution provide them , apart from this the students are partially satisfied with their b school service practices and few grey areas were overcome through this study.