Total Quality Management in Higher Education in India: A Comparative Study of Public & Private Institutions of Aligarh District in Uttar Pradesh



The efficacy of education in human development can never be understated. Education is fundamental to every constituent of the society irrespective of gender, physical, racial, economic, geographical, cultural, or linguistic differences. Liberalization of the higher education sector has increased the access of students to the institutions of higher learning; students of today are far more informed and have more choices in terms of institutions to pursue their higher studies. In the age of competition, the institutions of higher learning need to understand the customers' (students') perceptions of service quality and to identify the gap between their expectations and these perceptions. The paper studies the stakeholder’s perceptions of total quality in the present educational environment by using the modified service quality (SERVQUAL) instrument to measure five constructs: tangibles, reliability, responsiveness, assurance, and empathy.


The study has been done on 500 samples of students, their parents, teachers and head of the institutions who are pursuing higher education in the different streams such as management, technology, arts, commerce and physical sciences in different public and private institutions located in the Aligarh District of the north Indian state of Uttar Pradesh. A significantly negative gap has been observed in the expectations and perceptions of the Total Quality Management in higher education, indicating a sense of dissatisfaction among the students. 


Higher Education, Total Quality, Management. Gap analysis

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