Service Quality Indicators in Education Setting:Application of RIDIT Method to Likert Scale Surveys

Abstract

Likert scale is an efficient tool that is utilized to gather data related to attributes, perceptions, values, intensions, habits and behavior changes. The present work illustrates application feasibility of RIDIT method adapted from Multi-Criteria Decision Making (MCDM) to Likert scale surveys. The proposed method has been used for selection of quality attributes in technical education setting. The performance of an institute is likely to be influenced by quality of the teacher, quality of the students, infrastructure, administration, extent of training and placement and many others. It is felt that quality and performance evaluation is necessary not only for appraisal but it is also required to improve overall service quality. In consideration of the above, the study highlights that service quality as a multi-attribute estimate. Application of RIDIT method has been proposed to determine the significant factors influencing overall quality index of an institute that would be helpful in comparing various institutes and selecting the best one for academic purposes.