A system dynamics model for Forecasting service quality

Vibha, . and Shetty, Abhay and Kamath, Giridhar B and Gopalkrishna, B (2018) A system dynamics model for Forecasting service quality. International Journal of Mechanical Engineering and Technology, 9 (8). pp. 326-338. ISSN 0976-6359

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With increasing expectations of stakeholders, the pressure to deliver on the Higher Education Institutions (HEIs) is immense and calls for research on the service quality at stake. Quality in general may be fitness for use but in HEIs, quality is mostly considered in terms of educational quality and administrative quality. With this background, the current study aimed at building a model of higher education sector and simulates it with various input parameters gathered from literature in varying contexts. A higher education system that can be considered to be of good quality need to meet certain requirements that include a clearly designed academic program based on a robust vision and mission. A highly motivated and action oriented pool of faculty is another important factor that enhances the quality of any higher education institute. This research tries to focus on the service quality aspects and come out with strategies that can provide the organizations with sustained competitive advantage. It was observed that to enhance the market standing and visibility the institutes must work on its visibility factor and also take steps accordingly to improve the core services that include attitude, content, and delivery. Also the simulation results indicate that HEIs must look in to managing the information sources well and knowledge creation and dissemination must be prioritized to gain competitive advantage.

Item Type: Article
Uncontrolled Keywords: Competitive advantage, Information systems, Higher education institutions, simulation
Subjects: Engineering > MIT Manipal > Humanities and Management
Engineering > MIT Manipal > Information and Communication Technology
Depositing User: MIT Library
Date Deposited: 21 Nov 2018 09:59
Last Modified: 21 Nov 2018 09:59
URI: http://eprints.manipal.edu/id/eprint/152287

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