An Instrument for Measuring Engineering Education Quality from Students' Perspective

Abstract

The objective of this article is to develop an instrument for measuring the customer-perceived quality of higher engineering education. Therefore, the critical determinants of education service quality are identified and a unique instrument is presented. Data were collected from students of public and private engineering institutions in South India, and the instrument framework was empirically tested for unidimensionality, reliability, and construct validity using a confirmatory factor analysis approach. The study has established the relationship among education service quality, customer value, and customer satisfaction. The instrument can be effectively used in engineering institutions to enhance the quality of education.

• customer satisfaction
• customer value
• education service quality
• higher education
• top management commitment

Additional information

Notes on contributors

P. B. Sakthivel

P. B. Sakthivel is a manager—TQM for RSP Architects Planners and Engineers (India) Pvt. Ltd., Bangalore, India, and guest faculty member in the Department of Management Studies, College of Engineering, Anna University, Chennai, India. He has a master's degree in engineering and MBA from the University of Madras and a master's degree in science (quality management) from BITS-Pilani, India. He also has a doctorate in management sciences (specialized in TQM) from Anna University. He has published in leading TQM international journals. Sakthivel is a lead auditor in ISO 9000:2000 series of standards certified by L.R.Q.A., U.K. and implemented TQM in the organization where he worked. He can be reached by e-mail at [email protected].

R. Raju

R. Raju is an assistant professor in the Department of Industrial Engineering and Deputy Controller of Examinations, Anna University, Chennai, India. He obtained his master's degree in industrial engineering from Anna University, Chennai, his MBA from IGNOU, and a master's of science degree from BITS-Pilani, India. He holds a doctorate in TQM from University of Madras, India. He has published in national and international journals relating to TQM. Raju has more than 20 years of industrial work experience.