Impact of online class service quality on students’ satisfaction on Post COVID-19: Evidence from selected self-financing Engineering Institutions

Abstract

The present study was conducted to investigate the Impact of online class service quality on students’ satisfaction on Post COVID-19: Evidence from selected self-financing Engineering Institutions. Aim of the study: Education is one and the main important basic services to develop and grow the economy. To face the current COVID-19 pandemic situation, in India all the segments of the adopt online class practices to provide uninterrupted education to students. The main objective of the paper is to find the impact of self-financing engineering institutions' online class service quality on students’ satisfaction. Assurance, reliability, responsiveness, empathy, and tangibility are the dimension taken from the SERVQUAL framework. This paper tries to suggest a solution in the required service quality dimensions to improve the performance of online class service quality. Research design and Methodology: The study adopted an explanatory research design.  Anna University-affiliated self-financing engineering institutions in the Vellore zone have been analyzed by conducting a convenience sampling survey. Correlation and Regression statistical tools were employed with the help of SPSS software to get the results. Findings and Conclusion: Overall the results of the study showed that, through the regression analysis, it is observed that the responsiveness dimension of service quality produced the highest significant result followed by reliability and tangibility achieved significant statistics in the online service quality dimension on student satisfaction.