Impact of service quality dimensions on student satisfaction, academic achievement and self-perceived employability in business schools: a HEDQUAL approach

Purpose This study aims to examine the impact of service quality dimensions on student satisfaction, academic achievement and self-perceived employability, using the HEDQUAL model. Design/methodology/approach Data analysis was performed on 260 responses collected from final-year MBA students studying at the business schools of public universities situated in the northern region of India. Hypotheses were tested using PLS-SEM. Findings The results reveal that all service quality dimensions positively influence student satisfaction. Moreover, academic quality positively affects both academic achievement and self-perceived employability, while the quality of providing career opportunities positively influences self-perceived employability. Research limitations/implications The findings of this study are only generalizable to the business schools of public universities. Future research might explore the business schools of private universities to gain a more holistic understanding of service quality and its influence on student outcomes. Practical implications This study provides guidance for business school leaders to enhance service quality, align curricula with global market demands and strengthen industry partnerships, supporting the internationalization of business education and facilitating benchmarking against leading institutions worldwide. Originality/value While previous literature has emphasized the association between service quality and student satisfaction, none has applied the HEDQUAL model. Moreover, there is a limited understanding of how service quality dimensions directly influence academic achievement and self-perceived employability in business schools. To the best of the author’s knowledge, this study is the first to examine these relationships, offering insights to enhance higher education practices with international relevance.