Identifying and evaluating service quality barriers for polytechnic education: An ISM-MICMAC approach

The key to the success of an institution in an age of competition and interrelated environments is its ability to implement creative and reliable approaches ahead of its competitors. The study aims to identify and assess the critical barriers affecting the quality of service in Polytechnic Education Institutions (PEIs). Initially, major barriers to the quality of service in PEIs have been identified from the literature and expert opinions from academia, industry, and stack holders. An integrated ISM-MICMAC approach is used for the assessment of these barriers. A structured model has been developed for the assessment of barriers using ISM. Thereafter, such barriers have been classified as driving and dependency power using the MICMAC and then ranked. A case study of selected PEIs has been presented to illustrate the feasibility of the technique. The result shows that the primary main barriers that affect the quality of service of PEIs are the factors "Lack of required resources e-learning facilities, classrooms, computer centers, laboratories, etc.", "lack of strategic planning", and "lack of financial resources". (c) 2019 Elsevier Ltd. Selection and Peer-review under responsibility of the scientific committee of the International Mechanical Engineering Congress 2019: Materials Science.