Title: An eloquent study of government v/s self-aided higher education institutions during COVID-19 revisiting SERVQUAL model

Authors: Jignesh Bhatt; Prakashkumar Patel; Hardik Bhadeshiya; Baxiskumar Patel

Addresses: Department of Commerce and Business Management, Faculty of Commerce, The Maharaja Sayajirao University of Baroda, Sayajigunj, Vadodara, Gujarat-390002, India ' Department of Commerce and Business Management, Faculty of Commerce, The Maharaja Sayajirao University of Baroda, Sayajigunj, Vadodara, Gujarat-390002, India ' Department of Commerce and Business Management, Faculty of Commerce, The Maharaja Sayajirao University of Baroda, Sayajigunj, Vadodara, Gujarat-390002, India ' Department of Commerce and Business Management, Faculty of Commerce, The Maharaja Sayajirao University of Baroda, Sayajigunj, Vadodara, Gujarat-390002, India

Abstract: The sudden outbreak of COVID-19 worldwide at the end of March 2020 has forced almost all academic institutions, including higher education institutions, to resort to an online mode of education, which directly affected the quality of education. The present research investigates online education performance in government v/s self-aided higher education institutes during the COVID-19 outbreak by applying the SERVQUAL model. The data from the students at various universities were collected through an online survey method. The Mann-Whitney U, Wilcoxon W, and Z tests were applied across the gender in government and self-aided educational institutions. It has been found that most of the students were highly satisfied with the online mode of education. The tested hypothesised model fits poorly on the sample data, and some modifications are required to use the same in future.

Keywords: COVID-19; higher education institutions; online education; service quality; SERVQUAL.

DOI: 10.1504/IJSOM.2024.139246

International Journal of Services and Operations Management, 2024 Vol.48 No.3, pp.409 - 423

Received: 22 Jan 2022
Accepted: 09 Apr 2022
Published online: 28 Jun 2024 *

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