A SERVPERF Based DEMING’S PDCA Mechanism for Quality Improvement of Management Educational Institutions

Abstract

There are serious quality issues with higher education in developing countries. To change this situation and to accomplish appropriate quality it is essential to implement drastic techniques. Management Educational Institutions (MEI) needs to understand the customer centric philosophy. The application of Service Performance (SERVPERF) to measure quality performance providing service through institutions, also finding characteristics and quality components that meet the requirements of student as a customer of the system. The reliability and factor loading of 21 factors seen. Regression, correlation and anova also been tested. In MEI, the students are consumers of the services provided by the institution. Our paper gives the background theory and goes on to outline the results of a study on post graduate Business Administration students from particular MEI to get students outlook on models to improve quality of institutions. Based on outcome of SERVPERF Deming’s PDCA cycle is established for further quality improvements of these institutions.