Title: Evaluating Service Quality in Technical Institutes: A Data Envelopment Analysis Approach
Abstract: Technical Education System (TES) exhibits highly process-oriented and a multi-stakeholder situation. Therefore, difficulty arises in evaluating the quality of education being imparted, aggregating the inputs and outputs of the system. A non parametric technique, known as Data Envelopment Analysis (DEA), has been proposed to aggregate the input and output components in such situations for obtaining an overall performance measure. To this end, a study has been undertaken to evaluate the service quality of various technical institutes in India for determination of efficiency of each Decision Making Units (DMU) . Two scale of assumptions- CRS (Constant Return to Scale) and VRS (Variable Return to Scale) of DEA- are used to compare the relative efficiency of technical institutions. The results obtained through application of DEA are compared with the conventional technique. It has been observed that significant difference exists between the conventional system and DEA methods of evaluation. However, DEA methodology helps the decision-makers by providing deeper insights to the problem.
Publication Year: 2007
Publication Date: 2007-01-01
Language: en
Type: article
Indexed In: ['crossref']
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Cited By Count: 4
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