Moderating effect of perceived trust on service quality – student satisfaction relationship: evidence from Indian higher management education institutions

Abstract

The purpose of this paper is to examine service quality constructs which leads to student satisfaction in the setting of Indian higher management education institutes. In this study, researchers made an attempt to investigate the moderating effect of perceived trust on the relationship between service quality and student satisfaction. The findings of the study suggested that teaching skills of teacher, staff competence, reputation and access have significant impact on student satisfaction whereas generic skills of teachers and staff attitude does not influence student satisfaction significantly. Results of the study also suggested the moderating effect of perceived trust on student satisfaction. This study is a sole attempt to identify various academic and non-academic aspects of service quality which influence student satisfaction. The findings of the study suggest that it is important for management of HEI’s to recruit not only good instructors but also the competent staff.