Managing Service Quality in Technical Education: A Case Study Using Sap-Lap Methodology

Volume 13 Issue 4 March - May 2019

Research Paper

Managing Service Quality in Technical Education: A Case Study Using Sap-Lap Methodology

Surjit Kumar Gandhi*, Anish Sachdeva**, Ajay Gupta***

*-*** Department of Industrial and Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandhar, Punjab, India.

Gandhi, S. K., Sachdeva, A., & Gupta, A. (2019). Managing Service Quality in Technical Education: A Case Study Using Sap-Lap Methodology. i-manager's Journal on Management, 13(4), 26-39. https://doi.org/10.26634/jmgt.13.4.15356

Abstract

In the customer-centric marketplace, it is getting increasingly important to add value to customer service. The service quality results in loyal customers, which boosts business performance. The present article studies the service quality given to stakeholders by a well-established group of technical institutions located in North India established since 2001. This study is carried out through a specific case study tool named as SAP-LAP (Situation-Actor-Process-Learning-Action- Performance) methodology from the stakeholders' point of view. The analysis brings out six service quality factors namelyleadership, process management, people management, resource management, customer satisfaction, and customization to influence outcome in terms of placements, reputation, growth, and sustainability of such institutions.