Delivering Quality Services In Secondary Teacher Education
Contents: 1. Introduction. 2. Methodology and Procedures. 3. Research Design of the Study. 4. Recognizing and Towards Identifying Gaps From a Model Of Service Quality in Ste. 5. Hypothesis Tested Analysis and Interpretation of Data. 6. Existing Customer Gaps in STE Interpretation. 7. Summary Global Causes of Gaps. 8. Suggested Strategies to Reduce Gaps and Recommendations.
Delivering Quality Services in Secondary Teacher Education focusses basic principles of service quality, defines the determinants of service qualities, outlines various gaps in the Secondary Teacher Education (STE). It further helps to measure and assess the service quality in STE which is pervaded with intangibility of many services, in separability of the STE from service providers, heterogeneous and perishable characteristics of the STE; which leads to customer dissatisfaction if the demand is not made.
The book has described and reported strategic planning to reduce the knowledge gap, the standard gap, the delivery gap and the communication gap alongwith the prescription for establishing STE service quality. There is a strong documentation of the need to deliver quality service in STE by marginalizing out the existent gaps. Research rather than sticking to the collective knitting of the unit is what is valued in STE of recent time. The STE-training is risk-taking. Every STE institute must focus in developing logical thinking and reasoning and problem solving abilities through various practices.
The user-based approach is the central focus alongwith application of modern theory of organization-a task-human relationship centred. Thus this book is a practical notebook for delivering quality services in STE.
The SERVQUAL instrument that interacts and determines the responsiveness, tangibility, empathy, reliability and assurance has been used in predicting consumer perception it is the time for broad reform efforts to benefit all contributors to STE through two workable and feasible strategies-Shifting from course orientation to teacher-trainee outcomes and conduct of extensive teacher education researches and faculty development programmes.
