Rethinking Quality: A Conceptual Study of Teaching-Learning in Punjab

This conceptual and literature-based study rethinks quality assurance in technical education by proposing the evaluation of teaching-learning effectiveness through a modified SERVQUAL framework. Focusing on Punjab's state technical universities, it conceptualizes education as a service process and explores stakeholder perceptions-students as external and teachers as internal customers. The study draws entirely from secondary sources and theory, identifying key service quality dimensions-reliability, responsiveness, assurance, empathy, and tangibility-as vital to educational effectiveness. It reviews existing literature on teaching-learning quality, stakeholder satisfaction, digital learning, and institutional practices, particularly in the post-COVID and NEP 2020 context. The book develops a theoretical model for assessing teaching-learning quality, offering a scholarly base for future empirical research. It advocates a student-centered, service-oriented approach to enhance quality assurance in India's technical higher education landscape.

Autorentext

Dr. Manisha Khosla is Research Scholar, University School of Applied Management, Punjabi University, Patiala. Dr. Gurdeep Singh Batra Former Professor, School of Management Studies, Punjabi University, Patiala, and Dr. Sulakshna Dwivedi is Associate Professor and Head, SBMC, Jagat Guru Nanak Dev Punjab State Open University, Patiala, Punjab (India)