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Please use this identifier to cite or link to this item: http://hdl.handle.net/2080/531

Title: Service quality evaluation of technical institutions using data envelopment analysis
Authors: Khan, M S
Mahapatra, S S
Sreekumar
Keywords: decision making units
benchmarking
DMUs
Technical Education Systems
Data Development Analysis
Eduqual
Issue Date: 2008
Publisher: Inderscience
Citation: International Journal of Productivity and Quality Management, Vol 3, No 1
Abstract: In the present emerging global economy, the focus has been shifted from manufacturing to service sector necessitating the quality assessment in service sector as an important issue. Education sector, especially Technical Education System (TES), is characterised as highly process oriented, intangibility and multistakeholder situations. Therefore, difficulty arises in evaluating quality of education being imparted aggregating the inputs and outputs of the system. This paper proposes an alternative method viz. Data Envelopment Analysis (DEA) which can aggregate the input and output components in such situations for obtaining an overall performance measure. Selected technical institutions in India are assessed for their service quality using DEA and suggestion is put forward for the non-performing institutions. The result shows significant difference between the conventional system of evaluation and DEA methods.
Description: Copyright for this paper belongs to Inderscience
URI: http://hdl.handle.net/2080/531
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