Student Satisfaction Towards Service Quality of MBA and PGDM Institute in Delhi : A Comparative Analysis

In higher education the attention is paid on the effectiveness of the teaching and learning but, very little attention has been given to students' attitude, belief and experiences. Students are the main stakeholders in the higher education. Students' satisfaction is an important element that decides the fate of the organization in the long run. There satisfaction indicates the overall service provided by the institute which in turn, increases student enrollment and retention.This study assesses management education students' (PGDM and MBA) satisfaction across the institutes in West Delhi. Survey method is used as a primary source of information. Focus group interview and pretesting of questionnaire was done to identify the quality dimension. Structured questionnaire across nine dimensions namely physical information, behavior of staff, communication and commitment of institute, faculty input quality, guest and visiting faculty, industrial and recreational activity, placement services, and overall satisfaction were distributed to respondents to capture their satisfaction level. Significant differences were found between PGDM and MBA students in all the nine dimension of Institute quality factors. Both PGDM and MBA students were moderately satisfied but, satisfaction of PGDM students were more in comparison to MBA students.It is imperative for institute management to monitor & measure students' satisfaction on regular basis and incorporate innovative changes to bring out better services to their stakeholders