International Journal of Advance Research Publication and Reviews

International Journal of Advance Research Publication and Reviews
Peer-Reviewed | Multi-Disciplinary Journal

ISSN: 3049-0103 (O)

Impact Factor: 4.33

An Empirical Study of Service Quality Management and Student Loyalty in MBA Educational Institutions

Author

Dr. K. Suresh Kumar, Prof. R. Pardhasaradhi, Prof. N. Udaya Bhaskar, Smt. K. Satyavathi, Mr. K. R. S. Brahmanandam

Abstract

 In the highly competitive landscape of contemporary higher education, particularly within Master of Business Administration (MBA) programs, institutions are increasingly recognizing the necessity of treating students as primary stakeholders and customers. The quality of educational services provided significantly impacts student satisfaction, which in turn serves as a critical antecedent to student loyalty. This empirical study explores the multidimensional construct of service quality and its direct and indirect impacts on student loyalty in MBA institutions within the Andhra Pradesh region. Adopting the globally recognized SERVQUAL framework, the research examines five core dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A structured questionnaire was administered to a sample of 450 MBA students across various affiliated colleges. Statistical tools including descriptive analysis, correlation, and multiple regression were deployed for data analysis. The findings indicate that Assurance and Tangibility are the strongest predictors of student satisfaction, while Reliability and Empathy significantly drive long-term student loyalty. This paper culminates by offering strategic recommendations for institutional management, emphasizing the need for infrastructure enhancement, faculty development, and responsive administrative systems to foster sustained competitive advantage and institutional reputation.


Keywords

Service Quality, Student Loyalty, SERVQUAL, Higher Education, MBA Institutions, Student Satisfaction.

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