Purpose – Educational institutions must provide quality of services so as to be to able to delight the customers and be able to compete and achieve a leading position in the long run. This paper is a continuation to an earlier study and aims to present the results of an empirical study...

Purpose – Educational institutions must delight their customers and provide quality of services so as to be competitive and achieve a leading position. The paper aims to present the results of an empirical study conducted on students of select management institutes in India with a focus on...