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Consumer attitude towards service failure and recovery in higher education

Hardeep Chahal (Post Graduate Department of Commerce, University of Jammu, Jammu, India)
Pinkey Devi (Post Graduate Department of Commerce, University of Jammu, Jammu, India)

Quality Assurance in Education

ISSN: 0968-4883

Article publication date: 2 February 2015

Abstract

Purpose

This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular.

Design/methodology/approach

The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling.

Findings

The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures.

Research limitations/implications

The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results.

Originality/value

This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.

Keywords

Citation

Chahal, H. and Devi, P. (2015), "Consumer attitude towards service failure and recovery in higher education", Quality Assurance in Education, Vol. 23 No. 1, pp. 67-85. https://doi.org/10.1108/QAE-07-2013-0029

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited