Measuring Service Quality of a Multi-Disciplinary Engineering Course

This article demonstrates the use of SERVQUAL to measure the service quality of an engineering design course for undergraduates. With about five hundred students in every semester and the involvement of a large number of lecturers, effective administration of the course is crucial. SERVQUAL has been employed to measure the service quality provided to the students based on their level of satisfaction. The study is done empirically by analysing the difference between expectations and perceptions of the students, vis-̂-vis service quality. The outcome of the analysis would enable identification of future improvement in the aspect of administration of the course.