A system dynamics model for forecasting service quality

Vibha, Abhay Shetty, B. Giridhar Kamath, B. Gopala Krishna

Research output: Contribution to journalArticle

3 Citations (Scopus)

Abstract

With increasing expectations of stakeholders, the pressure to deliver on the Higher Education Institutions (HEIs) is immense and calls for research on the service quality at stake. Quality in general may be fitness for use but in HEIs, quality is mostly considered in terms of educational quality and administrative quality. With this background, the current study aimed at building a model of higher education sector and simulates it with various input parameters gathered from literature in varying contexts. A higher education system that can be considered to be of good quality need to meet certain requirements that include a clearly designed academic program based on a robust vision and mission. A highly motivated and action oriented pool of faculty is another important factor that enhances the quality of any higher education institute. This research tries to focus on the service quality aspects and come out with strategies that can provide the organizations with sustained competitive advantage. It was observed that to enhance the market standing and visibility the institutes must work on its visibility factor and also take steps accordingly to improve the core services that include attitude, content, and delivery. Also the simulation results indicate that HEIs must look in to managing the information sources well and knowledge creation and dissemination must be prioritized to gain competitive advantage.

Original languageEnglish
Pages (from-to)326-338
Number of pages13
JournalInternational Journal of Mechanical Engineering and Technology
Volume9
Issue number8
Publication statusPublished - 01-08-2018

Fingerprint

Dynamic models
Education
Visibility

All Science Journal Classification (ASJC) codes

  • Mechanics of Materials
  • Mechanical Engineering
  • Industrial and Manufacturing Engineering

Cite this

Vibha, Shetty, A., Kamath, B. G., & Gopala Krishna, B. (2018). A system dynamics model for forecasting service quality. International Journal of Mechanical Engineering and Technology, 9(8), 326-338.
Vibha ; Shetty, Abhay ; Kamath, B. Giridhar ; Gopala Krishna, B. / A system dynamics model for forecasting service quality. In: International Journal of Mechanical Engineering and Technology. 2018 ; Vol. 9, No. 8. pp. 326-338.
@article{57a8eb4c605743ad902a90ce0942a4f3,
title = "A system dynamics model for forecasting service quality",
abstract = "With increasing expectations of stakeholders, the pressure to deliver on the Higher Education Institutions (HEIs) is immense and calls for research on the service quality at stake. Quality in general may be fitness for use but in HEIs, quality is mostly considered in terms of educational quality and administrative quality. With this background, the current study aimed at building a model of higher education sector and simulates it with various input parameters gathered from literature in varying contexts. A higher education system that can be considered to be of good quality need to meet certain requirements that include a clearly designed academic program based on a robust vision and mission. A highly motivated and action oriented pool of faculty is another important factor that enhances the quality of any higher education institute. This research tries to focus on the service quality aspects and come out with strategies that can provide the organizations with sustained competitive advantage. It was observed that to enhance the market standing and visibility the institutes must work on its visibility factor and also take steps accordingly to improve the core services that include attitude, content, and delivery. Also the simulation results indicate that HEIs must look in to managing the information sources well and knowledge creation and dissemination must be prioritized to gain competitive advantage.",
author = "Vibha and Abhay Shetty and Kamath, {B. Giridhar} and {Gopala Krishna}, B.",
year = "2018",
month = "8",
day = "1",
language = "English",
volume = "9",
pages = "326--338",
journal = "International Journal of Mechanical Engineering and Technology",
issn = "0976-6340",
publisher = "IAEME Publication",
number = "8",

}

Vibha, Shetty, A, Kamath, BG & Gopala Krishna, B 2018, 'A system dynamics model for forecasting service quality', International Journal of Mechanical Engineering and Technology, vol. 9, no. 8, pp. 326-338.

A system dynamics model for forecasting service quality. / Vibha; Shetty, Abhay; Kamath, B. Giridhar; Gopala Krishna, B.

In: International Journal of Mechanical Engineering and Technology, Vol. 9, No. 8, 01.08.2018, p. 326-338.

Research output: Contribution to journalArticle

TY - JOUR

T1 - A system dynamics model for forecasting service quality

AU - Vibha,

AU - Shetty, Abhay

AU - Kamath, B. Giridhar

AU - Gopala Krishna, B.

PY - 2018/8/1

Y1 - 2018/8/1

N2 - With increasing expectations of stakeholders, the pressure to deliver on the Higher Education Institutions (HEIs) is immense and calls for research on the service quality at stake. Quality in general may be fitness for use but in HEIs, quality is mostly considered in terms of educational quality and administrative quality. With this background, the current study aimed at building a model of higher education sector and simulates it with various input parameters gathered from literature in varying contexts. A higher education system that can be considered to be of good quality need to meet certain requirements that include a clearly designed academic program based on a robust vision and mission. A highly motivated and action oriented pool of faculty is another important factor that enhances the quality of any higher education institute. This research tries to focus on the service quality aspects and come out with strategies that can provide the organizations with sustained competitive advantage. It was observed that to enhance the market standing and visibility the institutes must work on its visibility factor and also take steps accordingly to improve the core services that include attitude, content, and delivery. Also the simulation results indicate that HEIs must look in to managing the information sources well and knowledge creation and dissemination must be prioritized to gain competitive advantage.

AB - With increasing expectations of stakeholders, the pressure to deliver on the Higher Education Institutions (HEIs) is immense and calls for research on the service quality at stake. Quality in general may be fitness for use but in HEIs, quality is mostly considered in terms of educational quality and administrative quality. With this background, the current study aimed at building a model of higher education sector and simulates it with various input parameters gathered from literature in varying contexts. A higher education system that can be considered to be of good quality need to meet certain requirements that include a clearly designed academic program based on a robust vision and mission. A highly motivated and action oriented pool of faculty is another important factor that enhances the quality of any higher education institute. This research tries to focus on the service quality aspects and come out with strategies that can provide the organizations with sustained competitive advantage. It was observed that to enhance the market standing and visibility the institutes must work on its visibility factor and also take steps accordingly to improve the core services that include attitude, content, and delivery. Also the simulation results indicate that HEIs must look in to managing the information sources well and knowledge creation and dissemination must be prioritized to gain competitive advantage.

UR - http://www.scopus.com/inward/record.url?scp=85052603775&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85052603775&partnerID=8YFLogxK

M3 - Article

VL - 9

SP - 326

EP - 338

JO - International Journal of Mechanical Engineering and Technology

JF - International Journal of Mechanical Engineering and Technology

SN - 0976-6340

IS - 8

ER -