Service Quality Measurement: Issues and Perspectives -- Acknowledgement -- Synopsis -- Introduction -- Problem Statement -- Research Methodology -- Significance of this Research -- Limitations and Scope for future Research -- Conclusions -- List of Figures -- Contents -- 1. Introduction -- 1.1. The Background -- 1.2. The SERVQUAL Metric -- 1.3. The SERVPERF Metric -- 1.4. Criticisms on SERVQUAL and SERVPERF -- 1.5. The Problem Statement -- 1.6. Objectives of the research -- 1.7. Significance of this Research -- 2. Literature Review -- 2.1. Service Quality Research -- 2.2. The Service Quality Models -- 2.2.1. Gronroos' Service Quality Model -- 2.2.2. SERVQUAL Model -- 2.2.3. The SERVPERF Model -- 2.2.4. The Three-Component Model -- 2.2.5. The Multilevel Model -- 2.3. Discussion on Service Quality Models -- 2.4. Metric Development -- 3. Structural Models, Hypothesis & The Metric -- 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality -- 3.2. Research Hypothesis -- 3.3. Metric Preparation -- 4. Researvh Methodology -- 4.1 Nature of Research and the Variables -- 4.2 Research Framework -- 4.4 Development of SERVQUAL/SERVPERF Metric -- 4.5 Organizational Profile and Demographics -- 4.6 Reliability, Validity and Practicality -- 4.6.1 Reliability of the Instrument -- 4.6.2 Validity of the Instrument -- 4.7 Practicality of the Instrument -- 4.8 Data Collection Strategies -- 4.9 Statistical Procedures -- 4.10 Types of Data Analysis -- 5. Analysis and Results -- 5.1.Descriptive Statistics -- 5.2.Reliability analysis -- 5.3.Distribution Pattern -- 5.4.Factor Analysis -- 5.5.Comparisons of SERVQUAL and SERVPERF -- 5.5.1. Department-wise Comparison -- 5.5.1.1.Electronics Engineering Department -- 5.5.1.2.Computer Science & Engineering Department -- 5.5.1.3.Mechanical Engineering Department.

5.5.2. Institution-wise Comparison -- 5.5.3. Dimension-wise Comparison -- 6. Findings, Implications & Conclusions -- 6.1. Findings -- 6.2. Implications -- 6.3. Scope for future work -- 6.4. Conclusions -- References -- Appendix I -- Appendix - II -- Appendix - III.