Academy of Strategic Management Journal Volume 20, Special Issue 6, 2021 Strategic Management & Decision Process 1 1544-1458-20-S6-194 A B-SCHOOLS SERVICE QUALITY MEASURE: SCALE DEVELOPMENT AND VALIDATION Naveen Nandal, Ansal University Priyanka Sehgal, New Green Field College of Engineering and Technology Yuriy Shvets, Institute of Control of Science RAS RK Kishore Patnala, Kirloskar Institute of Advanced Management Studies Vir Ved Ratna, Jaipuria Institute of Management ABSTRACT Purpose: The main objective of this study is to develop an empirically validated scale so that it is easier to measure the perception of students in respect of quality of services they are getting in B-Schools. Design/methodology/approach: A 27 item questionnaire on service quality in B-school was developed and tested for reliability and validity using both exploratory and confirmatory factor analyses. SPSS 19 and AMOS 20 were used for exploratory and confirmatory factor analysis. The data was collected from MBA and BBA students of different B-schools in Delhi NCR. Findings: The study identified six factors namely Reliability, Physical evidence, Development, Competence, Responsiveness and Delivery as the key dimensions of service quality for B-School. Originality/value: This scale can be a great help for the industry to set up new benchmarks in the course development, academic industry interface, effective training and above all placements. Since different dimensions have been found in this research each dimension can be taken as yardstick for the overall enhancement in the quality of a B-School. Keywords: Service quality, B-School, Scale Development, Education, BSCQUAL. INTRODUCTION Education is a significant institution given the shift to a knowledge economy. Scholars Malarvizhi; et al (2014) studies about service sector and also states that the fastest growing sector in today’s era is the service sector and there is a shift for the countries from producing to services. They stated that rendering pure services are done by educational institutes by delivering a platform for higher education which involves various features of a service. Gruber et al. (2010) study various features that higher education has in respect to delivering their services that is heterogeneous, intangible and perishable. In today’s world the standardization for higher education becomes very difficult as experience in service sector differs from one situation to other situation and thus results in making services difficult to standardize. Therefore; the perishability criterion is satisfied because it is difficult to store higher education. But now because of digitalization this is also not difficult and the situation can be overcome, for instance, the emergence of and video conferencing technologies and internet based learning (Cuthbert, 1996a). With advancement in technology and because of various innovations the perishable feature can be overcome. The fastest growing industry these days is higher education which results in placing greater emphasis in meeting all the needs and various expectations of their customers and here the customers are the students. The literature and various studies reveal that in education sector the service quality is considerably found still undeveloped. Therefore, many efforts have been made on commercial services (Sultan & Wong, 2010). Oldfield & Baron, 2000 states earlier all institutions that provides higher education in education sector are not considered as “profit-