Customers’ Perception of Service Quality in a Training Institute: An Assessment using Servqual

SERVQUAL (Service Quality) model is being used to measure the service quality in almost every service sector globally. However, little research exists on its usage in evaluating the performance of the training sector despite its significant role in many developing economies. This article examines the performance of a very reputed training institute in India using SERVQUAL instrument. The first objective of the study was to check whether the customers were satisfied with the service of the institute. The second objective was to measure the gap between perception and expectations. Two expectation levels of the customers were studied – adequate (or minimum) and desirable (or maximum). The result of this study suggests that the training institute surpassed the minimum expectation level of its customers but fell short of the maximum expectation levels. The key dimension where the institute is lacking in terms of providing quality service is “assurance” and therefore the institute needs to revisit and improve the items considered under this dimension.