A system dynamics model for forecasting service quality

With increasing expectations of stakeholders, the pressure to deliver on the Higher Education Institutions (HEIs) is immense and calls for research on the service quality at stake. Quality in general may be fitness for use but in HEIs, quality is mostly considered in terms of educational quality and administrative quality. With this background, the current study aimed at building a model of higher education sector and simulates it with various input parameters gathered from literature in varying contexts. A higher education system that can be considered to be of good quality need to meet certain requirements that include a clearly designed academic program based on a robust vision and mission. A highly motivated and action oriented pool of faculty is another important factor that enhances the quality of any higher education institute. This research tries to focus on the service quality aspects and come out with strategies that can provide the organizations with sustained competitive advantage. It was observed that to enhance the market standing and visibility the institutes must work on its visibility factor and also take steps accordingly to improve the core services that include attitude, content, and delivery. Also the simulation results indicate that HEIs must look in to managing the information sources well and knowledge creation and dissemination must be prioritized to gain competitive advantage.